> For the complete documentation index, see [llms.txt](https://legal.aerotrack.com.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://legal.aerotrack.com.au/legal/service-level-agreement-sla.md). # Service Level Agreement (SLA) **Between:**\ **Aerotrack Systems Pty Ltd** and **Tenancy Customer of the Aerotrack Cloud Server Application** Dated: 09/01/2018 *** ## **1. Definitions** The following definition of IT Service Provider and IT Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this\ SLA: **Service Provider:** Aerotrack Systems Pty Ltd (“Service Provider”)\ **Customer:** Tenancy Holder in the Aerotrack Cloud Server Application (“Customer”)\ **Service:** Aerotrack Cloud Server Software and Infrastructure (“Service”)\ **Effective Date:** The date the customer’s account is created. *** ### **2. Agreement Overview** This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the **Service Provider** and the **Customer** for the provisioning of the **Service**\ This Agreement remains valid until superseded by a revised agreement\ This Agreement outlines the parameters as they are mutually understood by the **Service Provider** and the **Customer** *** ### **3. Purpose & Objectives** The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent **Service** delivery to the **Customer** by the\ **Service Provider**.\ The objectives of this Agreement are to: * Provide clear reference to Service ownership, accountability, roles and/or responsibilities * Present a clear, concise and measurable description of **Service delivery** to the **Customer**. *** ### **4. Periodic Review** This Agreement is valid from the **Effective Date** outlined herein and is valid until further notice. *** ### **5. Service Agreement** The following sections provide relevant details on requirements of both the **Customer** and **Service Provider** ### **5.1 Customer Requirements** **Customer** responsibilities and/or requirements in support of this Agreement include: * Payment for all annual maintenance costs at the agreed interval. Non-payment of annual maintenance costs or outstanding bills will result in suspension of the **Customer’s** access to the **Service** * Use of a deliverable email address for each user account as email is the only way we can notify each user of information relating to the **Service** * The **Customer** must ensure that passwords of each user are not known to other users and not shared to users not employed or contracted to the **Customer**. * The **Customer** is responsible for the security and complexity of the individual passwords * The **Customer** must ensure that user accounts are only available to current employees or contractors of the **Customer** ie. If employees or contractors employment is terminated **5.2 Service Provider Requirements** **Service Provider** responsibilities and/or requirements in support of this Agreement include: * Meeting the requirements stated in 6. Service Management * Appropriate notification to each user account of the **Customer** for all scheduled maintenance (this does not include service version updates) * In the event of an un-scheduled **Service** disruption: * Appropriate notification to each user account of the **Customer** of the **Service** disruption * Appropriate notification to each user account of the **Customer** when the **Service** has resumed * Appropriate notification/information to the ‘Application Manager’ of the **Customer** with an explanation as to why the **Service** was disrupted *** ## **6. Service Management** ### **6.1 Service Availability** The Availability parameters specific to the Service covered in this Agreement are as follows: * The **Service** will be provided with 24/7 availability unless offline due to scheduled maintenance or software upgrades * If the **Service** were to be disrupted between 7AM -7PM AEST Monday to Friday due to an unscheduled outage, every effort will be made by the **Service**\ **Provider** to resume the **Service** within 2.5 hours of being notified of the **Service** being disrupted * If the **Service** were to be disrupted outside the above time-frame due to an unscheduled outage, it is at the **Service Provider’s** discretion as to how long to\ delay **Service** availability as long as every effort is made by the **Service Provider** to return the **Service** by 7AM AEST the following business day or 2.5 hours\ of being notified of the **Service** being disrupted, **whichever is the later** ### **6.2 Customer Data** The **Service Provider** will create daily copies of the **Customer** data to a separate location from the main production environment for the last 7 days\ The **Service Provider** will guarantee the **Customer** data is replicated in real-time to a separate location from the main production environment in case of disaster recovery\ The **Service Provider** will routinely restore the **Customer** data so as to guarantee the integrity of the backup in case of disaster recovery\ The **Service Provider** has the ability to restore the **Customer** database data to a point in time within the last 7 days. A fee will apply for this service ### **6.3 Service Security** The Security parameters of the **Service** in this Agreement are as follows: * The **Service** hardware must be located in a secure Data Centre * Direct access to the database server (ie. not through the client software) must only be made available through the offices of the **Service Provider** or the\ **Service Provider’s** contractors * The **Service Provider** must use all reasonable methods of security so as to make sure each **Customer** cannot view or gain access to another **Customer’s** data * The **Service Provider** must use all reasonable methods of security for the **Customer’s** offsite backups * The **Service Provider** must not create a user account within a **Customer’s** tenancy without the express permission of the **Customer** *** ## **7. Ownership of Data** * The **Customer’s** data is owned wholly by the **Customer** * The **Customer** will receive a full copy of their data on request or on termination of the Service provided that all outstanding accounts have been settled in full.\ The **Customer’s** data will be provided in it’s native file formats. There will be an associated nominal fee for this service *** ## **8. Termination of Service** * Termination may occur as a result of the **Service Provider** no longer being able to provide the Service at the agreed **service** levels * Notice of termination of the **Service** by the **Service Provider** must be provided to the **Customer** in writing within 30 days * Each **Customer** will receive a copy of their data and instructions for installing the **Service** in a standalone environment --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://legal.aerotrack.com.au/legal/service-level-agreement-sla.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.