Service Level Agreement

RedRock Systems targets 99.5% monthly availability for the Services, measured as:

Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100

This is a target, not a guaranteed service level. “Downtime” means a period during which the Services are completely unavailable or core features are materially inaccessible to all users, as determined by RedRock Systems from available system records and Customer reports. Downtime does not include:

• Scheduled maintenance windows (with at least 48 hours' advance notice)
• Unavailability caused by the Customer's own systems, network, or actions
• Unavailability caused by third-party service outages outside RedRock Systems' reasonable control (e.g., AWS, Vercel, or Stripe outages)
• Force majeure events as defined in the Terms of Service
• Periods of degraded (not zero) performance that do not prevent core functionality

RedRock Systems will provide at least 48 hours’ advance notice of any scheduled maintenance that may affect service availability. Notices will be provided via:

• Email to the Customer's registered account email address
• A status notice on our website

Where operationally practicable, scheduled maintenance will be performed outside of Australian Eastern Standard Time (AEST) business hours, that is, before 08:00 or after 18:00 AEST Monday to Friday, or on weekends.

Emergency maintenance required to address an active security threat or prevent data loss may be performed without advance notice. We will communicate the reason and expected duration as quickly as possible when emergency maintenance occurs.

When an incident is reported or detected, RedRock Systems aims to acknowledge and begin investigating within the following indicative response targets. These are targets, not guaranteed response times, and may vary based on incident complexity and operational capacity at the time.

Response times represent the time to initial acknowledgement and assignment, not resolution. Resolution time will depend on the nature and complexity of the incident. We aim to provide updates approximately every 2 hours for Critical incidents and every 4 hours for High incidents until resolved, operational capacity permitting.

To report an incident, email hello@redrocksystems.com.au with “[INCIDENT]” in the subject line.

If monthly availability falls below the 99.5% target due to reasons within RedRock Systems’ control, the Customer is entitled to a service credit applied against fees payable under their Subscription for the affected month. Service credit tiers and the maximum monthly cap are set out in the Customer’s individual agreement (for example, an order form or statement of work) and are provided on request before an agreement is signed.

Credits are the Customer’s sole and exclusive remedy for availability failures, except as otherwise required by law.

To claim a service credit, the Customer must submit a written request to hello@redrocksystems.com.au within 30 days of the end of the affected month. Credits are not transferable and have no cash value.

RedRock Systems is implementing automated uptime monitoring across production services. A status page is maintained at redrocksystems.com.au/status and will show real-time and historical availability information once monitoring is live. Availability reports are available on request to Customers with an active Subscription.

The following are excluded from availability calculations and are not eligible for service credits:

• Scheduled maintenance windows for which at least 48 hours' notice was provided
• Downtime caused by the Customer's configuration, third-party integrations, or actions of the Customer's users
• Downtime caused by outages of upstream infrastructure providers (AWS, Vercel, Stripe, Resend) where the outage is not caused by RedRock Systems' configuration
• Force majeure events (natural disaster, government action, war, pandemic, power grid failure, internet backbone outage)
• Periods of unavailability caused by DDoS attacks where RedRock Systems is taking reasonable steps to mitigate
• Downtime occurring during any trial, evaluation, or pilot period agreed between the parties, where applicable
• Downtime experienced by individual users resulting from local network or device issues

RedRock Systems may modify this SLA from time to time. We will notify Customers of material changes at least 30 days in advance via email. Your continued use of the Services after the effective date of a change constitutes acceptance of the updated SLA.