Service Level Agreement (this "Policy") governs the service level that Intervolve is expected to meet as well as the corresponding penalties and compensation for not meeting Service Levels as further specified for provision of Intervolve products and services (the "Services"). Intervolve may modify this Policy at any time without notice by posting it in the Intervolve website (http://www.intervolve.com.au/sla/).
The Client can requests support requests by contacting Intervolve staff, contact numbers as well as emailing the primary support email firstname.lastname@example.org . Client support requests will be handled as soon as possible, target time to initiate support requests is within 30 minutes. Client requests for software upgrades and or installation of new software packages will be processed as soon as possible. Target time to complete such requests is within 2 workings days of receipt.
All Intervolve network Services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring is carried out on all primary Services. Monitoring feedback is provided to Intervolve support staff via email and paging services 24 hours, 7 days.
From time to time upgrades to hardware and or software may be required, where possible such upgrades will be performed outside of business hours. Client will be notified as far as practicable in advance of such upgrades via email / or telephone no less than 24 hours in advance of any scheduled outage. Scheduled outages under normal conditions should not exceed 5 hours per year.