1. Scope & Applicability

This Service Level Agreement ("SLA") applies to all paid subscription plans of the TheDeskMonitor platform ("Service") offered by N.S. IT SERVICES PTY LTD (ABN 75 122 740 121 / ACN 122 740 121) ("TheDeskMonitor", "we", "us").

This SLA covers the following components:

• DeskMonitor Web Application (thedeskmonitor.com)
• DeskMonitor REST API (for integrations and developer access only; not a customer-clickable surface)
• DeskAgent configuration and telemetry endpoints
• Staff Portal (staff.thedeskmonitor.com)

This SLA does not apply to the Community (free) plan. Community plan users receive best-effort availability without credit entitlements.

2. Uptime Commitment

TheDeskMonitor commits to a monthly uptime percentage of 99.9% for all paid subscription tiers (Starter, Professional, Business, Enterprise). This equates to a maximum of approximately 43.8 minutes of unplanned downtime per month.

Plan	Monthly Uptime Target	Max Allowed Downtime / Month
Starter	99.9%	~43.8 minutes
Professional	99.9%	~43.8 minutes
Business	99.9%	~43.8 minutes
Enterprise	99.9%	~43.8 minutes

Uptime is calculated as: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100.

Downtime is defined as a period during which the Service is completely unavailable or returns HTTP 5xx errors for more than 1% of requests over any consecutive 5-minute window, as determined by TheDeskMonitor's internal records and, where available, third-party monitoring data.

3. Scheduled Maintenance Windows

Scheduled maintenance (planned downtime) is excluded from uptime calculations, provided that:

• Notice is given at least 48 hours in advance via in-app notification and/or email to the Tenant's registered OwnerAdmin address.
• Maintenance is performed during low-traffic windows: Saturday or Sunday, 02:00–06:00 AEST (UTC+10).
• The total scheduled maintenance duration does not exceed 4 hours per month.

Emergency maintenance (e.g., critical security patches) may be performed outside this window with shorter notice. Emergency maintenance is also excluded from uptime calculations provided notice is given as soon as practicable.

4. Support Response SLAs

Support requests submitted via support@thedeskmonitor.com or the in-app Help widget are triaged according to severity:

Severity	Definition	First Response	Target Resolution
P1 — Critical	Service completely unavailable; data loss risk; security breach	1 hour	4 hours
P2 — High	Major feature unavailable; significant productivity impact; no workaround	4 hours	1 business day
P3 — Medium	Feature degraded; workaround available; moderate impact	1 business day	3 business days
P4 — Low	Minor issues, cosmetic defects, general questions, feature requests	2 business days	Best effort

Response SLAs apply during business hours: Monday–Friday, 09:00–18:00 AEST, excluding Australian public holidays. P1 incidents are monitored 24/7.

Enterprise plan customers may negotiate custom support hours and escalation paths in their subscription agreement.

5. Service Credits

If TheDeskMonitor fails to meet the monthly uptime commitment in a given calendar month, eligible customers may request a service credit according to the following schedule:

Monthly Uptime Achieved	Credit (% of Monthly Fee)
99.0% – 99.9% (below commitment)	10%
95.0% – 98.9%	25%
Below 95.0%	50%

To claim a credit, customers must submit a written request to billing@thedeskmonitor.com within 30 days of the end of the affected calendar month. Requests must include the approximate dates and times of the downtime experienced.

Credits are applied to the next billing cycle and cannot exceed the total monthly fee paid for the affected month. Credits are non-transferable and have no cash value.

6. Exclusions

The following are excluded from uptime calculations and do not give rise to credit entitlements:

• Scheduled maintenance within the defined windows (Section 3)
• Emergency maintenance with advance notice where practicable
• Downtime caused by factors outside TheDeskMonitor's reasonable control, including but not limited to: Acts of God, natural disasters, war, terrorism, government actions, internet service provider outages, power outages, or third-party infrastructure failures (e.g., cloud provider outages)
• Downtime caused by customer's actions, configurations, or third-party integrations
• Downtime affecting only the customer's local network or DeskAgent client software
• Interruptions due to denial-of-service attacks or other malicious activity directed at the customer
• Beta features, preview releases, or features explicitly marked as experimental
• Community (free) plan usage

7. Reporting & Monitoring

TheDeskMonitor communicates incidents and maintenance events directly to affected customers via email and in-app notifications. Monthly uptime reports are available on request.

Monthly uptime reports are available on request for Business and Enterprise plan customers. Contact support@thedeskmonitor.com to request a report.

8. Contact

For SLA-related queries, credit claims, or to report a P1 incident:

• Email: support@thedeskmonitor.com
• Billing & Credits: billing@thedeskmonitor.com
• Incident notifications: Sent directly to the Tenant's registered OwnerAdmin email and via in-app banner during service disruptions.

This SLA is incorporated by reference into the TheDeskMonitor Terms of Service. TheDeskMonitor reserves the right to update this SLA with 30 days' written notice to customers.