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Service Level Agreement (SLA)

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These Terms of Service govern your use of the website located at https://sensly.io, https://senslysolutions.com and any related services provided by Sensly Solutions PTY LTD.

By accessing these websites, you agree to abide by these Terms of Service and to comply with all applicable laws and regulations. If you do not agree with these Terms of Service, you are prohibited from using or accessing this website or using any other services provided by Sensly Solutions PTY LTD.

We, Sensly Solutions PTY LTD, reserve the right to review and amend any of these Terms of Service at our sole discretion. Upon doing so, we will update this page. Any changes to these Terms of Service will take effect immediately from the date of publication.

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Overview

This Service Level Agreement ("SLA") outlines the service commitments, responsibilities, and performance metrics between Sensly ("Provider") and its customers ("Customer") for the Sensly cloud-hosted geotechnical and structural monitoring platform.

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Service Commitment

Sensly is committed to providing a reliable and high-performance platform. This SLA specifies:

  • Availability Guarantee: 99.5% uptime per month

  • Support Response Times

  • Maintenance and Downtime Procedures

  • Data Security and Backup Policies

  • Customer Responsibilities

 

Service Availability

  • Sensly guarantees a monthly uptime of 99.5%, excluding scheduled maintenance and force majeure events.

  • Uptime is measured using industry-standard monitoring tools.

  • In the event of downtime exceeding the SLA guarantee, customers may be eligible for service credits.

 

Support and Response Times

Sensly provides customer support during business hours AWST. Urgent issues are handled 24/7.

Issue Severity > Response Time > Resolution Target Time

Critical (System unavailable, data loss) > 1 hour > 4 hours

High (Major features impacted, but workaround available) > 4 hours > 1 business day

Medium (Minor issues or performance degradation) > 8 hours > 3 business days

Low (General inquiries, minor bugs) > 24 hours > Next scheduled update

 

Scheduled Maintenance

  • Maintenance windows will be scheduled outside of peak business hours when possible.

  • Customers will receive at least 48 hours' notice for planned downtime.

  • Emergency maintenance may be conducted with minimal notice in case of security threats or critical system failures.

 

Data Security and Backups

  • Customer data is backed up daily and retained for 30 days.

  • Sensly employs industry-standard security measures, including encryption, access controls, and compliance with relevant data protection regulations.

  • Customers are responsible for maintaining appropriate access credentials.

 

Service Credits

If Sensly fails to meet the 99.5% uptime guarantee, customers may request service credits.

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Uptime AchievedCredit Percentage

  • 99.5% or higher - No credit

  • 98.0% - 99.49% - 5% of monthly fee

  • 95.0% - 97.99% - 10% of monthly fee

  • Below 95.0% - 20% of monthly fee

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Customers must request service credits within 30 days of the incident.

 

Customer Responsibilities

  • Maintain an active internet connection and compatible hardware.

  • Report issues promptly with detailed information.

  • Use the platform in accordance with the Terms of Service.

 

Exclusions

The SLA does not cover:

  • Customer-caused issues (e.g., misconfiguration, network failures on the customer’s end).

  • Force majeure events (natural disasters, government actions, etc.).

  • Beta or free-tier services.

 

Amendments

Sensly reserves the right to update this SLA with 30 days' notice. Updates will be communicated via email or platform notifications.

 

Contact Information

For SLA-related inquiries, please contact [support@sensly.com].

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