Effective Date: February 2026
1. Service Availability
Agility Ops Business Pty Ltd ("Provider") commits to maintaining a service availability of 99.9% uptime for PortfolioInSite on a monthly basis. Service availability is calculated as the total time in a calendar month minus downtime, divided by the total time in that month, excluding scheduled maintenance windows.
This availability guarantee applies to the core functionality of PortfolioInSite when accessed through the web interface. Service availability does not include downtime resulting from factors outside our reasonable control.
Monthly Uptime Target:
- 99.9% = Maximum 43 minutes of downtime per month
2. Support Response Times
We provide responsive support to ensure your portfolio management experience is not interrupted. Our support response times are as follows:
- Critical Issues: Response within 24 hours - Issues that prevent access to PortfolioInSite or result in data loss
- High Priority: Response within 24 hours - Issues that significantly impact functionality or performance
- Standard Issues: Response within 48 hours - General questions, feature requests, and other inquiries
Support inquiries should be submitted via email to support@portfolioinsite.com.au. Response times are measured from the time the support request is received during our business hours (Monday to Friday, 9 AM to 5 PM Australian Eastern Time).
3. Planned Maintenance Windows
We perform regular maintenance to ensure the security, performance, and reliability of PortfolioInSite. Planned maintenance windows are scheduled as follows:
- Frequency: Typically once per month, on the last Saturday of the month
- Duration: Usually 2-4 hours
- Notice: We will provide at least 7 days' notice of scheduled maintenance via email and on our website
- Exclusion: Downtime during scheduled maintenance windows is not counted against uptime targets
We will make reasonable efforts to minimize the impact on your operations and will schedule maintenance during low-usage periods.
4. Incident Response
In the event of a service incident, we follow a structured incident response process:
- Detection: Automated monitoring systems continuously monitor service health and performance
- Notification: Critical incidents are escalated to our incident response team immediately
- Investigation: Our engineering team investigates the root cause and begins mitigation efforts
- Communication: We provide regular updates on incident status and expected resolution times
- Resolution: We work to restore service as quickly as possible while ensuring stability
- Post-Incident Review: Following resolution, we conduct a review to prevent similar incidents
5. Exclusions and Limitations
The service availability guarantee does not apply to downtime caused by:
- Scheduled maintenance windows
- Factors beyond our reasonable control (natural disasters, pandemics, acts of government, war)
- Third-party service failures (including Jira Cloud outages, internet connectivity issues)
- Issues arising from customer configuration errors or misuse of the service
- Attacks such as distributed denial-of-service (DDoS) attacks
- Customer-initiated actions that impact service availability
- Beta or trial features, which are provided on an "as-is" basis
6. Data Processing and Security
PortfolioInSite processes Jira data on behalf of customers according to the following principles:
- Data Minimization: We access only the minimum Jira data necessary to provide portfolio management functionality
- Encryption: All data is encrypted in transit using industry-standard TLS protocols
- Access Controls: Strict access controls ensure only authorized personnel can access customer data
- Audit Logging: All access to customer data is logged and periodically audited
- Data Deletion: Customer data is deleted upon account termination or revocation of application permissions
- Compliance: We comply with applicable data protection regulations including GDPR and Australian Privacy Act
7. Remedies
If PortfolioInSite fails to meet the service availability guarantee in any given month, customers may be eligible for service credits as follows:
| Monthly Uptime Percentage |
Service Credit |
| 99.0% - 99.8% |
10% of monthly service fee |
| 98.0% - 98.9% |
25% of monthly service fee |
| 95.0% - 97.9% |
50% of monthly service fee |
| Below 95.0% |
100% of monthly service fee |
Service credits are applied as account credits and are the customer's sole remedy for service availability failures. Service credits must be requested within 30 days of the end of the month in which the SLA violation occurred.
8. Performance Standards
Beyond uptime, we maintain the following performance standards:
- Page Load Time: Core functionality pages should load in under 3 seconds under normal conditions
- API Response Time: API endpoints should respond within 2 seconds for 99% of requests
- Data Sync: Jira data synchronization should occur within 5 minutes of changes in Jira Cloud
9. Changes to SLA
We reserve the right to modify this Service Level Agreement with 30 days' notice. Changes will be posted on our website and communicated via email. Continued use of PortfolioInSite following the effective date of changes constitutes acceptance of the modified SLA.
10. Contact Information
For SLA-related inquiries, service credit requests, or incident reporting, please contact us:
- Email: support@portfolioinsite.com.au
- Entity: Agility Ops Business Pty Ltd
- Location: Australia
- ABN: [ABN Placeholder]
For critical incidents, please note the time of incident occurrence and any error messages you observe.