Teralo

Service Level Agreement

Overview

Teralo prioritizes platform reliability and responsiveness. The service has maintained an average uptime exceeding 99.9% since launch, with scheduled maintenance performed periodically.

Users have access to a comprehensive knowledge base with tutorials and video guides, plus real-time support assistance for common questions.

Support Options

Standard Support

  • Applicable to: Free and Professional subscriptions
  • Human support team: Yes
  • Phone support: No
  • Priority handling: No
  • Onboarding: Available as add-on for Pro licenses
  • Dedicated success manager: No
  • Case management: No
  • Support access: All users
  • Live chat: Yes
  • Hours: 9am – 5pm AEST/AEDT

Enterprise Support

  • Applicable to: Enterprise subscriptions
  • Human support team: Yes
  • Phone support: Dedicated line for P1 incidents
  • Priority handling: Yes
  • Onboarding: Included (quoted separately)
  • Dedicated success manager: Yes
  • Case management: Yes
  • Support access: All users
  • Live chat: Yes
  • Hours: Regional working hours

SLA Response Times

Standard Support (best endeavors, indicative only):

  • P1 Critical Impact: 6 business hours
  • P2 Significant Impact: 12 business hours
  • P3 Minor Impact: 24 business hours
  • P4 Low Impact/Inquiry: 32 business hours

Enterprise Support (committed):

  • P1 Critical Impact: 1 business hour
  • P2 Significant Impact: 2 business hours
  • P3 Minor Impact: 8 business hours
  • P4 Low Impact/Inquiry: 12 business hours

Definitions

Application Availability excludes downtime from scheduled maintenance, force majeure events, malicious attacks, customer device issues, or service failures caused by customer actions.

Scheduled Maintenance includes functional enhancements, third-party application updates, operating system compatibility updates, and bug fixes.

Priority Levels:

  • P1: Complete system outage preventing login/access with no workaround
  • P2: Significant degradation; business functions unavailable with limited workarounds
  • P3: Minor issues impairing some functionality; reasonable workarounds available
  • P4: Information requests or low-impact inquiries