Uptime SLA

1. Purpose

This Service Level Agreement (“SLA”) describes the uptime commitments CWR makes to its enterprise customers regarding the availability of the CWR platform. This document forms part of the Master Services Agreement (“MSA”) between CWR and the Customer.

2. Uptime Commitment

CWR will use commercially reasonable efforts to maintain platform availability of 99.9% or greater in any given calendar month, excluding Scheduled Maintenance (as defined below).

Uptime is calculated as follows:

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

Downtime is defined as any period during which the core platform is completely unavailable to the Customer, as measured by CWR’s monitoring systems.

3. Exclusions

The following are excluded from Downtime calculations:

  • Scheduled Maintenance windows (see Section 4)
  • Incidents caused by the Customer’s own actions, systems, or third-party integrations
  • Force majeure events (e.g. natural disasters, widespread internet outages)
  • Outages affecting upstream providers (e.g. cloud infrastructure, DNS) outside CWR’s control
  • Beta or preview features explicitly marked as such

4. Scheduled Maintenance

CWR will provide at least 48 hours’ advance notice for any scheduled maintenance that may impact availability. Maintenance will be scheduled during low-traffic windows where possible (typically weekends or outside business hours in the Customer’s primary timezone).

5. Incident Response

In the event of a platform outage, CWR will:

  • Acknowledge the incident within 60 minutes of detection
  • Provide status updates at least every 60 minutes while the incident is active
  • Document a root cause summary within 5 business days of resolution

Platform status is available at: https://status.checkworkrights.com.au/

6. Measurement & Reporting

CWR measures platform availability continuously via internal and third-party monitoring tools. In cases of dispute, CWR’s monitoring data shall be the authoritative record unless the Customer can demonstrate a material discrepancy.

7. Review

This SLA will be reviewed annually or upon significant changes to the platform. CWR will provide at least 30 days’ notice of any material changes to this SLA.

Version 1.0 | June, 2026