Support Policy
Standard support policy 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 Support Policy describes the standard support services ordinarily included with active paid subscriptions to the STA EmissionsTracker platform and its modules, unless a separate Order or written agreement states otherwise.
1. Covered products
Product or module | Coverage summary |
|---|---|
EmissionsTracker platform | General platform access, account administration support and subscription support. |
EmissionsTracker module | Support for ordinary platform use, reporting workflows and standard troubleshooting. |
WasteMetrics Pro | Support for ordinary module use, recording workflows, reporting workflows and standard troubleshooting. |
EcoMarines | Support for ordinary module use, reporting workflows and standard troubleshooting. |
MarineSurveyor Pro | Support for ordinary module use, assessment workflows and standard troubleshooting. |
2. Support hours and contact channel
Item | Standard position |
|---|---|
Support hours | 10:00 am to 4:00 pm on Business Days, Melbourne time. |
Support contact | |
Coverage basis | Business-hours support only unless a separate written agreement states otherwise. |
3. Severity levels
Severity | Description | Target initial response | Target restoration / workaround |
|---|---|---|---|
Critical | A production issue causing a complete outage or severe loss of core service affecting the Customer’s material use of the platform. | Within 2 hours | Target of 1 business days |
High | A serious issue materially affecting an important function with no easy workaround. | Within 2 hours | Commercially reasonable efforts; target varies by issue |
Standard | A routine issue, bug, user question or configuration issue where the platform remains materially usable. | Within 1 business day | Commercially reasonable efforts; target varies by issue |
Low | General information requests, minor defects, cosmetic issues or enhancement suggestions. | Within 2 business days | No fixed restoration commitment |
4. What standard support includes
- reasonable efforts to acknowledge and triage reported incidents;
- remote troubleshooting and guidance for ordinary use of the platform and modules;
- reasonable efforts to restore service or provide a workaround for verified platform defects;
- guidance on subscription administration, user access and standard customer configuration questions; and
- communication regarding planned maintenance, material incidents or other operational notices where appropriate.
5. What standard support does not include
- custom development, project work, data migration, integration work, report building or consultancy services;
- support for third-party systems, customer hardware, customer networks, customer browsers, local devices or non-STA software;
- training services beyond ordinary support guidance;
- resolution of issues caused by customer data quality, customer misuse, unsupported workflows or unlawful activity; or
- on-site services, 24/7 coverage, guaranteed implementation timelines or guaranteed outcomes unless separately agreed in writing.
6. Customer responsibilities
- maintain current contact details and nominate appropriate business and technical contacts;
- provide sufficient information for STA to understand, reproduce and investigate the issue, including screenshots, dates, sample records and clear issue descriptions where reasonably available;
- use the platform in accordance with the Customer Agreement and Acceptable Use Policy;
- maintain reasonable control over user access, browsers, devices, connectivity and local environment; and
- promptly test and confirm whether a proposed fix or workaround resolves the issue.
7. Maintenance and releases
STA may perform planned maintenance, updates, patches, fixes and service improvements from time to time. Where reasonably practicable, STA will aim to schedule planned maintenance outside of core support hours or notify Customers in advance if a material interruption is expected.
8. Targets, not guarantees
Unless a separate written agreement expressly states otherwise, the response and restoration times in this policy are service targets only. They are measured during support hours and do not apply to circumstances outside STA’s reasonable control, including internet outages, customer environment issues, force majeure events or third-party service failures.
9. Service credits
No standard service credits apply under this Support Policy. Any service credits, rebates or commercial remedies are available only if separately negotiated and recorded in writing by STA and the relevant Customer.
10. Policy changes
STA may update this Support Policy from time to time. An updated version may apply to new orders immediately and to existing subscriptions in accordance with the Customer Agreement.
11. SLA exclusions Service availability and restoration commitments do not apply to downtime, delay or degraded performance caused by:
- (a) Stripe or third-party payment network outages or incidents;
- (b) the Customer’s internet connection, hardware, software, browser, device configuration or internal network;
- (c) acts or omissions of the Customer or its Users;
- (d) scheduled maintenance notified by STA; or
- (e) force majeure events or events beyond STA’s reasonable control.
12. Infrastructure and payments
STA hosts the Platform using DigitalOcean cloud infrastructure in Australia and uses Stripe to process online subscription payments. Payment-related personal information may be processed by Stripe outside Australia in accordance with Stripe’s systems and privacy practices.