Service Level Agreement

Version: [3]
Last updated: [14 January 2026]
Effective from: [14 January 2026]

This Service Level Agreement (“SLA”) describes the service levels and support commitments that apply to certain Services provided by Webwire Pty Ltd (“Webwire”) to the Customer, as identified in the applicable Order Form.

This SLA forms part of, and is governed by, the Master Services Agreement (MSA) between Webwire and the Customer. Capitalised terms used but not defined in this SLA have the meaning given in the MSA.

1. Services Covered

1.1 Services
This SLA applies to the Services specified in the Order Form as being subject to this SLA, which may include:

• Managed Microsoft 365 services;
• Web and SaaS hosting;
• Remote support and helpdesk;
• Remote network infrastructure management;
• Security monitoring (e.g. SIEM, endpoint detection and response); and
• any additional services expressly stated to be covered.

1.2 Environment
The SLA applies only to environments under Webwire’s management and control (for example, infrastructure hosted with providers selected by Webwire or expressly accepted as in-scope). On-premises or third-party environments outside Webwire’s control are excluded unless agreed in writing.

2. Support Channels and Hours

2.1 Support Channels

• Primary Channel: Webwire Helpdesk / ticketing system at: [URL or email]
• Secondary Channel: Email to support@webwire.com.au
• Emergency / Critical Issues: As notified in the Order Form (e.g. on-call mobile, escalation email).

2.2 Business Hours

• Business Hours: Monday to Friday, 10:00 to 18:00 AWST (excluding Western Australian public holidays).
• After-Hours Support: Available for Critical or Outage issues via the emergency channel. Requests received outside Business Hours for non-critical issues are queued for the next Business Day.

3. Incident Severity and Response Targets

3.1 Severity Definitions

• Severity 1 – Outage: Complete loss of a critical service (e.g. production server down, no workaround).
• Severity 2 – Critical: Major degradation or serious security incident with significant user impact.
• Severity 3 – Urgent: Important functional impact; workarounds may exist but productivity is materially affected.
• Severity 4 – Medium: Normal incidents, endpoint maintenance, non-urgent issues.
• Severity 5 – Low / Service Request: Minor issues, “how-to” questions, small changes and non-urgent requests.

3.2 Response and Target Resolution Times

Webwire will use reasonable endeavours to meet the following response and target resolution times during Business Hours:

*Resolution may include a reasonable workaround that restores acceptable functionality while a permanent fix is developed.

3.3 Best-Efforts Commitment
The parties acknowledge that actual resolution time may depend on factors such as complexity, third-party vendor response, and customer availability. Webwire will act with reasonable diligence but no financial penalties or service credits automatically apply if the above targets are not met, unless expressly agreed in an Order Form.

4. Service Availability (Hosting / Managed Platforms)

4.1 Availability Target
Where Webwire provides managed hosting or cloud platform services, Webwire will use reasonable endeavours to maintain a monthly service availability of 99.5% during each calendar month, excluding:

• scheduled maintenance windows notified in advance;
• emergency maintenance required to address security or stability risks;
• outages caused by third-party providers, the Customer’s own systems, or Force Majeure Events; and
• downtime caused by changes, acts or omissions of the Customer or its users.

4.2 Measurement
Availability is measured at the edge of the hosting environment (for example, the uptime of the Webwire-managed service itself) and does not include the Customer’s internet connection, local network or devices.

5. Maintenance and Changes

5.1 Scheduled Maintenance
Webwire may perform scheduled maintenance during off-peak hours, typically outside Business Hours. Webwire will use reasonable efforts to provide at least 48 hours’ notice of scheduled maintenance that may cause service disruption.

5.2 Emergency Maintenance
Webwire may perform emergency maintenance without prior notice where required to address critical issues, security vulnerabilities or instability. Webwire will notify the Customer as soon as practicable.

5.3 Change Management
Substantial changes that may affect service availability will be:

• communicated to the Customer in advance where practicable; and
• implemented following Webwire’s change-management procedures.

6. Escalation

6.1 Initial Handling
Incidents are initially handled by Webwire’s support team.

6.2 Escalation Path
If the Customer reasonably believes an incident is not being addressed appropriately, it may request escalation. Webwire will:

1. escalate to a senior engineer or team lead;
2. if required, escalate to management; and
3. coordinate with any relevant third-party vendors.

Escalation contacts and details may be set out in the Order Form or onboarding documentation.

7. Customer Responsibilities (SLA)

To enable Webwire to meet the service levels, the Customer must:

• log incidents via the designated channels with sufficient detail and priority;
• provide timely access to systems, logs, and relevant personnel;
• maintain appropriate internal processes (e.g. onboarding/offboarding, change approvals);
• comply with Webwire’s security guidelines and reasonable instructions; and
• ensure that unsupported or end-of-life systems are upgraded or replaced where required.

If the Customer does not meet these responsibilities, Webwire’s obligations under this SLA may be impacted, and Webwire is not responsible for resulting failures to meet response or resolution targets.

8. Exclusions

The following are excluded from this SLA unless expressly agreed in writing:

• design or implementation of major new solutions or projects;
• custom software development, scripting or complex integrations;
• bulk data import, data entry or manual data cleanup;
• user training beyond brief guidance;
• issues caused by unsupported third-party software, hardware or services;
• recovery of data where the Customer has not implemented appropriate backups or where issues arise from Customer-managed backup failures.

Where excluded work is requested, Webwire may provide it as a billable professional service at its then-current rates.

9. Financial Terms

9.1 Rates and Billing
Unless otherwise stated in the Order Form, Services covered by this SLA are billed at the rates specified in the Order Form or proposal, typically:

• a recurring managed-services fee (e.g. per user, per device, or per environment); and
• time-and-materials for out-of-scope work.

9.2 Service Credits (Optional)
If the parties agree in an Order Form that service credits apply for specific service-level failures, those credits will:

• be the Customer’s sole and exclusive remedy for the relevant failure;
• be applied as a discount against future invoices; and
• not give rise to any refund or cash payment.

Where no such provision is agreed, no service credits are payable.

10. Term, Variation and Termination (SLA)

10.1 Term
This SLA takes effect on the Effective Date above and continues for the term set out in the relevant Order Form, subject to the MSA.

10.2 Variation
Webwire may update this SLA from time to time to reflect changes in services, technology or best practice. Material changes will not reduce the overall level of protection provided to the Customer during a committed term without the Customer’s consent. The current version will be published at: https://webwire.com.au/support/sla (or replacement URL).

10.3 Termination
Termination of the Services or the MSA in accordance with the MSA automatically terminates this SLA for those Services.

11. General

To the extent of any inconsistency between this SLA and the MSA, the MSA prevails unless the SLA expressly states otherwise.