DRAFT: under legal review. Not yet a binding document.
Service Level and Support Statement
Version: draft-2026-11 ยท Last updated: 1 November 2026
In short
We aim for HydroNote to be available at least 99.5% of each month, with support during business hours and faster responses for urgent problems.
Availability target
99.5% monthly availability for Essential and Professional plans, excluding planned maintenance and events outside our reasonable control (including failures of our hosting provider). Enterprise customers may agree a specific service level.
Planned maintenance
Scheduled outside Australian business hours where practical, with notice for anything longer than 30 minutes.
Support hours
Monday to Friday, 9 am to 5 pm Australian Eastern time, excluding public holidays. Contact [contact email].
Response targets
- Urgent (service unavailable, data cannot be entered): response within 4 business hours.
- High (a key feature not working): within 1 business day.
- Normal (questions, minor issues): within 2 business days.
Your role
Please give us details of the problem, steps to reproduce it and screenshots where possible.