1. Support Hours & Definitions
- Standard Business Hours: 9:00 AM to 5:00 PM (AEST/AEDT), Monday to Friday, excluding Victorian and Australian National Public Holidays.
- After-Hours Support: Available strictly for Priority 1 (Critical) emergencies for Clients with an active, premium Managed Services contract.
- Response Time: The time taken for a GoGeeks technician to acknowledge the support ticket, begin triage, and assign a priority level.
- Resolution Time: The time taken to restore full functionality or implement a viable temporary workaround.
2. Target Response & Resolutions Times
All incoming support requests are categorised by our service desk based on the immediate impact on the Client’s business operations. We commit to the following target response and resolution times within Standard Business Hours:
- Priority 1: Critical (Business Offline)
- Definition: Complete failure of a core business system, network outage, or primary cloud server failure affecting all users. No workaround is available, and business operations are entirely halted.
- Target Response Time: 1 Hour
- Target Resolution Time: 4 Hours
- Priority 2: High (Severe Degradation)
- Definition: Major functionality is significantly impaired. A critical business application is offline or unstable, affecting a large group of users, but a restrictive workaround exists or partial operations can continue.
- Target Response Time: 2 Hours
- Target Resolution Time: 8 Hours
- Priority 3: Normal (Single User/Standard Issue)
- Definition: An individual workstation, isolated user account, or non-critical peripheral is experiencing issues. The core business infrastructure is fully operational.
- Target Response Time: 4 Hours
- Target Resolution Time: 24 to 48 Hours
- Priority 4: Low (Requests & Administration)
- Definition: Routine administrative requests, such as new user onboarding, password resets, minor configuration changes, or general IT inquiries.
- Target Response Time: 8 Hours
- Target Resolution Time: 3 to 5 Business Days
3. Escalation Procedure
If a support request is not progressing within the targeted response or resolution times, or if the business impact of an ongoing issue increases, the Client may initiate our explicit escalation process:
- Level 1 Escalation: The Client may reply directly to the active support ticket with the word "ESCALATE" to instantly flag the ticket for priority review by a Senior Systems Administrator.
- Level 2 Escalation: If the issue remains unresolved or unacknowledged after a Level 1 escalation, the Client may contact the GoGeeks IT Helpdesk via phone and request the issue be immediately escalated to the Technical Operations Manager.
4. Infrastructure & Cloud Uptime Guarantee
GoGeeks guarantees a 99.9% network and server uptime per calendar month for our managed cloud infrastructure and VPS environments.
If GoGeeks fails to meet this 99.9% uptime guarantee, eligible Clients may request a Service Credit. Service Credits are calculated as a percentage of the monthly hosting or managed service fee, proportionate to the duration of the verifiable downtime, up to a maximum credit of 50% of the monthly fee for the affected service.
5. SLA Exclusions
The response times and uptime guarantees outlined in this SLA do not apply to service interruptions, downtime, or delays caused by:
- Scheduled Maintenance: Planned network, hardware, or software maintenance where the Client has been provided with at least 48 hours advanced written notice.
- Unauthorised Alterations: Outages or system failures caused by the Client or a third party modifying the server configuration, code, or hardware without GoGeeks' explicit authorisation.
- Client Security Breaches: Downtime resulting from compromised administrative credentials, weak passwords, or user negligence (as detailed in our Acceptable Use Policy).
- Third-Party Failures: Outages caused by upstream internet service providers (ISPs), external public cloud network failures (e.g., core AWS regional outages), or underlying telecommunications faults outside of GoGeeks' direct control.
- Force Majeure: Events beyond our reasonable control, including but not limited to severe weather events, natural disasters, acts of government, or widespread power grid failures.
6. Australian Consumer Law (ACL)
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and are entitled to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. The Service Credits provided in this SLA are in addition to any other rights or remedies you may have under Australian law.
7. Requesting Support & SLA Claims
To ensure target response times are met, all support requests must be lodged via our official, designated channels:
- Primary Channel: Lodging a ticket via the GoGeeks Client Portal.
- Email Support: Sending a request to our designated IT Helpdesk email.
- Phone Support: Calling our main contact number for Priority 1 (Critical) emergencies.
Claims for Service Credits must be submitted in writing to our billing department within fourteen (14) days of the incident occurring.
8. Contact Information
GoGeeks Pty Limited
- Email: info@gogeeks.com.au
- Phone: +61 (03) 7066 8877
- Postal Address: Suite 23262, 837 Bourke Street, Docklands, Victoria - 3008, Australia.