The availability, data freshness and support response levels we operate toward. Last updated 9 October 2026.
This Service Level Agreement sits underneath our Terms of Service and states the service levels we engineer and operate toward. They are commitments to our operating practice, honestly set for a product in its first year, not unconditional guarantees that nothing will ever break. We would rather publish a number we hit than one that sounds impressive. Nothing here limits your rights under the Australian Consumer Law.
We target 99.5% monthly availability of the dashboard, measured per calendar month. "Available" means the application is reachable and able to serve authenticated requests. That target allows roughly three and a half hours of unavailability in a month; in practice we expect to do considerably better, and we will raise the published target once we have a track record behind it rather than the other way round.
Brief degradations, a single report loading slowly, and problems confined to one integration are assessed separately from core availability.
↑ Back to contentsYour dashboard is only as current as the last successful sync, and syncing depends on ServiceM8 and Xero being available and within their API rate limits. We target a full refresh of every connected account at least once every business day, with more frequent updates through the working day for the operational views. A first-time historical sync of up to two years of records can take several hours; we will tell you inside the product while it is running.
If a connection breaks, we aim to detect it and email the account owner within one business day, rather than leaving you to notice stale numbers. A visible timestamp on your dashboard always tells you when the data was last refreshed — if you only take one thing from this page, take that: check the timestamp before you act on a figure.
↑ Back to contentsSupport is by email to info@dashboardsolutions.com.au. Business hours are Monday to Friday, 8:00am to 5:00pm AEST (Queensland time, no daylight saving), excluding Queensland public holidays. These are first-response targets — time to a real human reply from someone who can act — not guaranteed resolution times.
| Severity | What it means | Target first response |
|---|---|---|
| 1 — Critical | The dashboard is down or unusable for your whole business, with no workaround | Within 4 business hours |
| 2 — High | A major feature or an integration is broken or badly wrong, but there is a workaround or the impact is contained | Within 1 business day |
| 3 — Normal | A minor issue, a question, a figure to explain, or a feature request | Within 2 business days |
Requests received outside business hours are treated as received at the start of the next business day. Every plan gets the same targets and the same people: there is no priority queue you have to buy. We assign severity in good faith from what you tell us, so a clear description, the time it happened and a screenshot help enormously.
↑ Back to contentsWe deploy improvements regularly, and almost all of them ship with no downtime. Where maintenance is expected to interrupt the service we schedule it outside Australian business hours and give at least 48 hours' notice by email or in-product notice. Notified maintenance is excluded from the availability measurement. Occasionally we must act immediately to protect security or data integrity; when that happens we will tell you as soon as we reasonably can, and afterwards what it was about.
The targets above do not apply to interruptions caused by:
Email us with what you were doing, what happened, the time it happened, any error message, and whether it affects everyone in your business or just you. If the dashboard itself is unreachable, email is still the fastest route to us.
We do not operate a service-credit scheme, and we would rather say so plainly than publish a credit table designed never to pay out. Instead: if we miss the availability target in a month because of a fault within our reasonable control, tell us within 30 days of the end of that month and we will refund or credit the affected portion of that month's subscription. If a fault materially prevents you using the Service for a significant part of a billing period, we will refund that period. And you can walk away at any time — there is no lock-in contract to hold you to a service that is not performing.
Nothing in this SLA excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. If our service has a major failure, your ACL rights apply regardless of anything above.
↑ Back to contentsWe may update this SLA. The date at the top reflects the current version, and we will notify account owners by email before a material reduction in a service level takes effect.
info@dashboardsolutions.com.au
SOLE ENTERPRISE PTY LTD (ACN 703 066 782), trading as Dashboard Solutions. Queensland, Australia.
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