Service Level Agreement (SLA)

This Service Level Agreement ("SLA") outlines the performance standards and support commitments for the Alexium OneLead Services. This SLA is an integral part of the Terms and Conditions between Alexium and the Customer.

1. Service Availability (Uptime)

Alexium commits to providing the Services with the following monthly uptime percentage:

Metric Category	Specific Metric	Target
Availability	Monthly Uptime Percentage	99.9%

Calculation of Uptime: Uptime is calculated as the total number of minutes in a given calendar month minus the total number of minutes of downtime, divided by the total number of minutes in that month. Downtime is defined as periods when the core functionalities of the Services are unavailable to Customer and Authorised Users, excluding scheduled maintenance or other exclusions as defined below.

2. Support Response and Resolution Times

OneLead will provide technical support for the Services according to the following response and resolution targets:

Metric Category	Specific Metric	Target
Support Response Time	Critical Issues (e.g., App inaccessible)	15 minutes
	High Issues (e.g., CRM sync failure)	1 hour
	Medium Issues (e.g., Minor bug)	4 business hours
	Low Issues (e.g., Feature request, general inquiry)	1 business day
Support Resolution Time	Critical Issues	4 hours
	High Issues	8 business hours

Issue Severity Definitions:

Critical: Services are completely unavailable or severely impaired, impacting all or a significant portion of Authorised Users, with no workaround.

High: Major functionality is significantly impaired, affecting a substantial number of Authorised Users, with a partial workaround available.

Medium: Non-critical functionality is impaired, affecting a limited number of Authorised Users, with a reasonable workaround available.

Low: Minor issues, cosmetic errors, or feature requests that do not impact core functionality.

Support Channels: Support requests can be submitted via email to digitaldealer@alexium.com.au or through designated in-app support channels.

3. Data Backup & Recovery

OneLead performs daily backups of Customer Data to ensure data integrity and availability. In the event of data loss due to Alexium's systems, Alexium commits to a Recovery Time Objective (RTO) for full data restoration within 24 hours.

4. Penalties for Non-Compliance (Service Credits)

If OneLead fails to meet the specified Service Level Targets, Customer may be eligible for service credits as follows:

Metric Category	Penalty for Non-Compliance (Example)
Availability	2% service credit for each 0.1% drop below the 99.9% monthly uptime target (e.g., 99.8% uptime = 2% credit).
Support Response Time	5% service credit if not met for 2 or more critical incidents in a given month.
	2% service credit if not met for 3 or more high incidents in a given month.
Support Resolution Time	Additional 5% service credit if a critical issue is not resolved within the target timeframe.
	Additional 2% service credit if a high issue is not resolved within the target timeframe.
Data Backup & Recovery	10% service credit if the Recovery Time Objective (RTO) for full data restore is not met.

Claiming Service Credits: To claim a service credit, Customer must submit a written request to OneLead within fifteen (15) days of the end of the month in which the service level failure occurred, providing details of the incident. Service credits will be applied to the Customer's next invoice. The maximum aggregate service credits in any given month shall not exceed 10% of the monthly subscription fee.

5. Exclusions

This SLA does not apply to any performance issues or unavailability of the Services caused by:

Scheduled maintenance, provided OneLead gives at least 48 hours' prior notice.

Factors outside of OneLead’s reasonable control, including force majeure events (as defined in the Terms and Conditions).

Any act or omission by Customer or its Authorised Users, including misuse of the Services.

Customer's equipment, software, or other technology and/or third-party equipment, software, or other technology (other than third-party equipment within OneLead’s direct control).

Suspension of the Services in accordance with the Terms and Conditions.