This Service Level Agreement (“SLA”) outlines Worknice’s commitments around platform availability, incident response, customer support, and data security. It is designed to give customers confidence in the reliability and resilience of the Worknice platform.
1. Service Availability
WWorknice commits to delivering a Monthly Uptime Percentage of 99.5%, calculated across each calendar month. This measure reflects the availability of Worknice’s core platform services, excluding any periods of scheduled maintenance or disruptions outside Worknice’s control.
Uptime is calculated using the formula:
Uptime % = (Total time − Downtime) ÷ Total time in the month
“Downtime” refers to the total number of minutes within a given calendar month during which the platform’s core functionality is unavailable to end users. This excludes outages caused by third-party service providers, internet connectivity issues beyond Worknice’s infrastructure, force majeure events, or planned maintenance windows.
Worknice’s production infrastructure is hosted on highly available cloud services, with performance and uptime monitored 24/7 via automated monitoring systems.
Scheduled Maintenance
To ensure platform performance and security, Worknice may perform routine maintenance. When such mainteTo maintain platform performance, security, and reliability, Worknice conducts periodic system maintenance. These activities are scheduled outside of standard business hours (AEST) to minimise customer impact and are communicated in advance.
- Customers will receive a minimum of 48 hours’ notice for planned maintenance expected to impact availability.
- Maintenance windows are typically limited to four hours per month.
- Notifications are delivered via email to nominated customer contacts.
Where feasible, Worknice will consolidate maintenance activities to reduce disruption.
2. Support Hours & Response Times
Worknice offers responsive support services to ensure customers receive timely assistance for technical and functional queries. Our support team operates during standard business hours:
Monday to Friday, 9:00am to 5:00pm AEST (excluding Australian public holidays).
Support is available via:
- Email: support@worknice.com
- Private Slack channel: available to customers with an Enterprise support arrangement
All requests are logged and assigned a priority level based on impact and urgency. Each support request is acknowledged, triaged, and tracked through to resolution.
Support Response SLAs
| Priority | Description | First Response | Target Resolution |
|---|---|---|---|
| P1 – Critical | Platform unavailable or major data loss | 1 hour | 8 business hours |
| P2 – High | Major feature degraded or unavailable | 4 hours | 1 business day |
| P3 – Medium | Minor issue with workaround | 1 business day | 3 business days |
| P4 – Low | Cosmetic issue or general enquiry | 2 business days | Product roadmap or next release |
Customers will be kept informed throughout the resolution process, especially in cases where remediation requires additional investigation or engineering involvement.
3. Incident Management
Worknice continuously monitors platform infrastructure, services, and key performance indicators. Monitoring systems trigger real-time alerts to our engineering team in the event of anomalies or service degradation, allowing us to respond proactively to most issues before they escalate.
For incidents classified as Priority 1 (Critical) or Priority 2 (High), Worknice will notify affected customers within two business hours of detection. These communications include a summary of the issue, current impact, and any recommended workarounds.
Updates are provided throughout the incident at regular intervals, ensuring transparency around resolution efforts and estimated timelines.
Once the incident is resolved, Worknice will issue a post-incident summary within three business days. This summary includes:
- A high-level explanation of the root cause
- A timeline of key events and actions taken
- Any steps being taken to reduce the risk of recurrence
All critical incidents undergo internal review to improve platform resilience and customer experience.
4. Change Management
Worknice adheres to a structured change management process designed to deliver new features, performance improvements, and bug fixes while maintaining system stability and minimising risk.
All changes are subject to code review, quality assurance testing, and deployment through a controlled continuous integration/continuous delivery (CI/CD) pipeline. Changes are tested in staging environments before being released to production.
Worknice communicates changes through:
- A published changelog documenting enhancements, fixes, and known issues
- Direct email notifications for changes that may materially impact customer workflows, integrations, or API usage
When a platform update introduces new functionality or modifies existing behaviour, Worknice will provide sufficient notice and supporting documentation to allow customers to adjust accordingly. Deprecation of features is handled with care and transparency, allowing time for customer migration or adaptation.
5. Customer Responsibilities
To ensure timely support and consistent service quality, customers are responsible for maintaining accurate admin contact details, using supported browsers, and providing relevant information when reporting issues. Customers must also manage their own user access, data accuracy, and configuration within the platform.
Worknice is not liable for delays or issues caused by unsupported environments, third-party system failures, or misconfigurations made on the customer side. Reasonable cooperation is expected during incident resolution and support investigations.
6. Limitations & Exclusions
This SLA does not apply to service interruptions caused by factors outside Worknice’s control, including but not limited to force majeure events, upstream provider outages, Customer network failures, or misuse of the platform. Scheduled maintenance with proper notice is also excluded from uptime calculations.
Worknice’s support commitments do not extend to third-party systems, integrations, or unsupported environments.
7. Changes to this SLA
Worknice may update this SLA from time to time to reflect improvements or operational changes. Any material updates will be communicated with at least 30 days’ notice to nominated Customer contacts.
