Service Level Commitments
Standard operational commitments for STA platform subscriptions
Entity | Sustainable Transport Advisory Pty Ltd (ABN 75 657 423 222) |
Contact | [email protected] | Newport, Vic 3015, Australia |
Version | Draft policy pack | Effective date: 11 April 2026 |
This document sets out the standard service level commitments currently offered by STA for active paid subscriptions, unless a separate Order or written agreement states otherwise.
Commercial position |
1. Scope
These commitments apply to the hosted EmissionsTracker platform and the EmissionsTracker, WasteMetrics Pro, EcoMarines and MarineSurveyor Pro modules made available by STA.
2. Standard commitments
- STA will use commercially reasonable efforts to keep the platform available and operating in a stable manner.
- STA will monitor and respond to reported service issues during standard support hours.
- STA will use commercially reasonable efforts to restore verified Critical incidents within the target period stated in this document.
- STA will notify affected Customers of material incidents or planned maintenance where reasonably practicable.
3. Support hours for measurement
Unless a separate written agreement provides otherwise, service response and restoration targets are measured only during standard support hours, being 10:00 am to 4:00 pm on Business Days in Melbourne time.
4. Incident classification and targets
Severity | Typical example | Target response | Target restoration / workaround |
|---|---|---|---|
Critical | Complete outage of a production module, inability to log in across the customer environment, or a major service failure preventing material use. | Within 2 business hours | Target of 2 business days |
High | A major function is materially impaired but limited workarounds may exist. | Within 4 business hours | Commercially reasonable efforts |
Standard | Ordinary bugs, defects, user issues or partial errors that do not stop material use. | Within 1 business day | Commercially reasonable efforts |
Low | Minor issues, cosmetic matters or feature suggestions. | Within 2 business days | No fixed target |
5. Planned maintenance
- STA may carry out planned maintenance, upgrades, patches, backups and related operational work.
- Where reasonably practicable, STA will aim to give advance notice if planned maintenance is expected to materially affect customer access.
- Planned maintenance does not count as a service failure unless STA expressly agrees otherwise in writing.
6. Exclusions
These service level commitments do not apply to unavailability, degradation or delay caused wholly or partly by:
- customer equipment, browsers, local networks, local IT configuration or internet connectivity;
- customer misuse, unsupported configuration, breach of contract or breach of the Acceptable Use Policy;
- customer data issues, corrupted uploads, malformed files or errors caused by inaccurate or incomplete customer inputs;
- third-party products, third-party services, telecommunications failures or dependency failures outside STA’s reasonable control;
- force majeure events, government action, cyberattacks not caused by STA’s breach, or other events beyond STA’s reasonable control; or
- beta, trial, pilot, proof-of-concept or free features, if any are made available in future.
7. Service credits
No standard monetary service credits, rebates or fee offsets apply under these Service Level Commitments. Any such remedy is available only if specifically negotiated and recorded in an Order or other written agreement signed or approved by STA.
8. Exclusive standard remedy
For standard subscriptions, STA’s ordinary remedy for a verified service failure is to use commercially reasonable efforts to restore service, provide a workaround or otherwise address the incident within a reasonable period. This is subject to any non-excludable rights under applicable law.
9. How to report an incident
Customers should report incidents to STA at [email protected]. The report should include the affected module, description of the issue, time the issue started, affected users and any screenshots or logs reasonably available.
10. Changes to these commitments
STA may update these Service Level Commitments from time to time. Any enhanced service level or bespoke remedy must be documented in a separate written agreement.