Service Level Agreement
Hospitality Continuity, Backup and Disaster Recovery Services
| Provider | Rockley Consulting Pty Ltd (trading as ROCKAXIOM) |
| ABN | 78 673 819 773 |
| Document Reference | Service Level Agreement (SLA) |
| Governing Law | Tasmania, Australia |
| Effective Date | As at the date of acceptance through the ROCKAXIOM onboarding process |
Schedule to the Master Services Agreement
This document is accepted electronically as part of the ROCKAXIOM onboarding process. By accepting this agreement through the onboarding portal, you confirm that you have read, understood, and agreed to the terms set out below.
1. Purpose
This Service Level Agreement (SLA) defines the operational service commitments associated with ROCKAXIOM continuity services.
This SLA describes:
- support availability
- incident response targets
- escalation procedures
- service credit entitlements
- service level expectations and exclusions
This SLA forms part of the ROCKAXIOM Master Services Agreement and must be read together with the applicable Product Schedule and Shared Responsibility Schedule.
If there is any inconsistency between documents, the order of precedence defined in the Master Services Agreement applies.
2. Support Hours
ROCKAXIOM provides the following support availability:
| Support Type | Details |
|---|---|
| Business Hours | 09:00 to 17:00 AEST, Monday to Friday, excluding public holidays in Tasmania |
| Business Hours Coverage | Incident response, recovery assistance, backup investigation, service enquiries |
| After-Hours Support | Available for critical continuity events. Includes evenings, weekends, and public holidays. Additional fees may apply unless included in the applicable Product Schedule. |
Note: After-hours emergency recovery support is included for ROCKAXIOM Continuity+ customers (one incident per calendar year). Refer to the applicable Product Schedule for details.
3. Incident Classification
Service incidents are categorised according to their operational impact. Response targets represent the time between incident notification or detection and the commencement of active investigation and response by ROCKAXIOM.
| Priority | Classification | Description | Response Target |
|---|---|---|---|
| Priority 1 | Critical Incident | Complete loss of access to a protected system, or inability to recover from backup where recovery is required for venue operations, causing significant operational disruption | 1 Business Hour |
| Priority 2 | High Impact | Significant issue affecting continuity services where partial functionality remains | 4 Business Hours |
| Priority 3 | Moderate Impact | Non-critical issue affecting service performance or requiring investigation | 1 Business Day |
| Priority 4 | Low Impact | General service requests or administrative enquiries | 2 Business Days |
Note: Response targets apply during Business Hours unless after-hours support is included within the applicable Product Schedule. An incident is deemed notified when it is received and acknowledged by ROCKAXIOM through the approved support channels defined in the Master Services Agreement.
4. Backup Monitoring
ROCKAXIOM continuously monitors backup activity across all protected systems under the applicable service plan.
4.1 Monitoring Activities
Monitoring includes:
- verification of backup job completion
- detection of backup job failures
- investigation of failed backup jobs
- escalation where failures indicate systemic risk
- weekly restore verification (ROCKAXIOM Enhanced and Continuity+ plans)
- disaster recovery readiness monitoring (ROCKAXIOM Continuity+ plan)
4.2 Monitoring Dependencies
Backup success may depend on factors outside the direct control of ROCKAXIOM, including:
- system availability and online status at the time of scheduled backup
- venue internet connectivity
- operating system and software integrity
- database health and accessibility
Note: Refer to the Shared Responsibility Schedule for a full breakdown of monitoring responsibilities between ROCKAXIOM, the Customer, and Third Party Providers.
Note: ROCKAXIOM verifies backup job completion and the availability of recovery points but does not guarantee the integrity of application data contained within backups where corruption existed in the source system prior to backup. This includes corrupted databases, damaged files, or data encrypted by ransomware prior to the backup process.
5. Incident Response Process
When a service incident is reported by the Customer or detected by ROCKAXIOM monitoring, the following process applies:
- The incident is logged in the service management system.
- The incident priority is assessed against the classification criteria defined in Section 3.
- An initial response is provided within the applicable SLA response target.
- Investigation and remediation actions commence.
- Status updates are provided to the Customer where appropriate and practical.
- The incident is closed upon resolution or stabilisation and confirmed with the Customer.
Note: Incidents should be reported via support@rockaxiom.au or by calling 0432 30 76 25 during Business Hours. Critical incidents (Priority 1) should be reported by phone where possible to ensure the fastest possible response.
6. Recovery Assistance
Where a continuity event requires recovery services, ROCKAXIOM will provide assistance including:
- restoration of backup data to available recovery points
- database recovery assistance (where within scope of the applicable Product Schedule)
- identification of available and suitable restore points
- guidance and coordination during recovery operations
Recovery assistance is provided on a commercially reasonable efforts basis. Recovery timeframes are influenced by multiple factors including:
- availability of backup data at a suitable restore point
- hardware availability and replacement lead times
- network bandwidth at the Customer site
- total data volume requiring restoration
- complexity of the Customer Environment
Specific recovery time objectives (RTO) and recovery point objectives (RPO) are not guaranteed unless expressly stated in the applicable Product Schedule.
Note: Included recovery labour is defined in the applicable Product Schedule. Additional recovery labour beyond what is included will be quoted and agreed prior to commencement. Recovery services beyond the included labour defined in the Product Schedule may be billed at the Provider's standard professional services rates.
Note: Restoration timeframes may increase where backup datasets exceed typical hospitality system sizes. ROCKAXIOM will use reasonable efforts to perform restorations as efficiently as possible but does not guarantee restore duration.
7. Planned Maintenance
ROCKAXIOM may perform planned maintenance on backup infrastructure, monitoring platforms, or supporting systems from time to time.
Where possible:
- maintenance will be scheduled outside Business Hours
- reasonable advance notice will be provided to affected Customers
- planned maintenance windows will be communicated via email to the Customer contact defined in the applicable Order Form
Planned maintenance may temporarily affect monitoring activity or backup job execution. ROCKAXIOM will use reasonable efforts to minimise impact on backup continuity during maintenance periods.
Note: Emergency maintenance required to address critical platform security issues or infrastructure failures may be performed without advance notice where delaying would pose a risk to the platform or Customer data.
8. Customer Responsibilities
The service levels defined in this SLA are contingent on the Customer fulfilling the responsibilities defined in the Shared Responsibility Schedule. In particular:
- maintaining operating systems and software on supported and patched versions
- maintaining reliable internet connectivity at the venue
- ensuring protected systems remain online and accessible during scheduled backup windows
- notifying ROCKAXIOM of any material changes to the Customer Environment prior to implementation
- promptly reporting known or suspected continuity events or backup failures
Failure to meet these responsibilities may impact service delivery and may result in SLA exclusions applying as described in Section 11.
9. Escalation Process
Where an incident requires escalation beyond initial investigation, the following escalation framework applies:
| Level | Stage | Description |
|---|---|---|
| Level 1 | Initial Response | Technical investigation and initial incident response. First point of contact for all reported and detected incidents. |
| Level 2 | Senior Technical | Senior technical review, advanced diagnostics, and escalated remediation where initial investigation has not resolved the incident. |
| Level 3 | Service Management | Service management escalation for complex, prolonged, or high-impact incidents requiring senior coordination and customer communication. |
Escalation ensures that appropriate technical expertise and management attention are applied to incidents that cannot be resolved through standard investigation. The Customer may request escalation at any time by contacting ROCKAXIOM and advising that they wish to escalate the incident.
10. Service Credits
Where ROCKAXIOM fails to meet the incident response targets defined in Section 3 of this SLA, the Customer may be eligible for service credits as follows:
| Credit Type | Amount |
|---|---|
| Per-incident service credit (where SLA response target is missed) | 10% of the monthly service fee for the affected system |
| Maximum service credits per billing period | 25% of the monthly service fee for the affected system |
Service credits are subject to the following conditions:
- The Customer must notify ROCKAXIOM of the basis for the service credit claim in writing within 30 days of the incident.
- Service credits will not be applied where the incident falls within an SLA exclusion category as defined in Section 11.
- Service credits are applied as a credit to the next billing cycle and cannot be redeemed for cash.
- Service credits represent the Customer's sole and exclusive remedy for service level failures.
Note: Service credits do not affect any rights the Customer may have under the Australian Consumer Law. Refer to Clause 21 of the Master Services Agreement for further detail on warranties and statutory rights.
11. SLA Exclusions
Service level targets defined in this SLA do not apply to incidents caused by or arising from the following:
| Exclusion Category | Example Scenarios |
|---|---|
| Customer Environment failures | Hardware failure, software misconfiguration, or system errors within the Customer's own infrastructure |
| Unsupported systems | Operating systems or platforms not defined within the applicable Product Schedule |
| Internet connectivity issues | ISP outages, venue network failures, or misconfigured network equipment |
| Power outages | Mains power loss or UPS failure at the Customer site |
| Cyber incidents affecting Customer systems | Ransomware, malware, or unauthorised access originating within the Customer Environment |
| Third-party infrastructure outages | Cloud provider, backup platform vendor, or telecommunications failures |
| Force majeure events | Natural disasters, government actions, or other events beyond reasonable control |
Note: Where an incident involves both ROCKAXIOM-controlled and Customer-controlled factors, ROCKAXIOM will use reasonable efforts to assist and will apply SLA targets to the extent the incident falls within its control. Refer to the Shared Responsibility Schedule for further guidance.
12. Reporting
ROCKAXIOM may provide periodic reporting where requested by the Customer or where included within the applicable Product Schedule.
Reports may include:
- backup activity summaries
- incident response summaries
- service activity reports
- restore verification outcomes (Enhanced and Continuity+ plans)
Reporting frequency and format will be agreed between the parties. Unless expressly included within the applicable Product Schedule, reporting is available on request and is not provided automatically.
13. Changes to this SLA
ROCKAXIOM may update this SLA from time to time to reflect improvements to service delivery, changes in operational practices, or updated service capabilities.
Customers will receive not less than 30 days written notice of any material changes to this SLA. Continued use of the Services following the notice period constitutes acceptance of the updated SLA terms.
Any amendments agreed between both parties must be recorded in writing and confirmed by authorised representatives of each party, in accordance with Clause 33 of the Master Services Agreement.
14. Acceptance
This Service Level Agreement forms part of the ROCKAXIOM service framework and applies to all Customers receiving services under the Master Services Agreement.
By accepting the ROCKAXIOM Master Services Agreement through the onboarding process, the Customer confirms they have read and understood the service level commitments and exclusions contained in this document.
ROCKAXIOM is a trading name of Rockley Consulting Pty Ltd | ABN 78 673 819 773 | Tasmania, Australia | rockaxiom.au
Document version: v2 2026.03.04