Universal Service Level Agreement (SLA)

THE BEACH GEEK PTY LTD (ABN 93 655 538 060)
(Applies to all subscription services unless a Plan Terms document specifies otherwise.) 

 

  1. Overview

1.1 
This Service Level Agreement (“SLA”) describes how The Beach Geek Pty Ltd (“The Beach Geek”, “we”, “us”) responds to support requests and manages service delivery. 

1.2 
This SLA applies to all Clients who subscribe to any of our services. 
Specific response times and priority levels are defined in the Plan Terms associated with each subscription tier. 

1.3 
This SLA describes: 

  • how to contact support 
  • what constitutes a valid support request 
  • how issues are prioritised 
  • what “response time” means 
  • how escalations are handled 
  • what is not included in the SLA 

 

  1. Support Channels

2.1 Standard Support Channels 
Clients may submit support requests via: 

  • Helpdesk Portal (preferred) 
  • Email to the designated support address (if provided) 
  • Phone for critical issues only 
  • SMS (if provided during onboarding) 

2.2 
Support requests submitted outside the designated channels may not be monitored, may be processed with delays and may incur additional admin charges. 

 

  1. Support Hours

3.1 Business Hours Support 
Support is provided during standard business hours: 

Monday to Friday, 9:00am – 5:00pm (NSW time), excluding public holidays. 

3.2 After-Hours Support 
After-hours support is not included unless specifically provided in a Plan Terms document or purchased as an add-on. 

3.3 Critical Incident Availability 
For eligible plans, certain critical incident responses may be available outside business hours. 
Plan Terms specify eligibility. 

 

  1. Response Times

4.1 Definition of “Response Time” 
“Response Time” means the time between: 

  • the moment a support request is received through an approved channel, and 
  • the time our team acknowledges it and begins triaging. 

4.2 
Response Time does not mean resolution time. 
Resolution depends on complexity, vendor involvement, access requirements, hardware failures, and other factors. 

4.3 
Plan Terms specify the target response time for each plan or service level. 

 

  1. Issue Prioritisation

All support requests are categorised according to severity. 
This ensures fairness and efficient allocation of resources. 

5.1 Priority Definitions 

The following priority classifications represent common IT industry standards for categorising incidents. Your subscribed Plan may adopt some or all of these priority levels, and naming conventions may vary across Plans. The classifications below are provided as a general guideline to illustrate how IT incidents may be prioritised and addressed. 

Priority 1 (Critical Incident) 

  • Major business disruption 
  • Entire site down 
  • Critical system unavailable 
  • Widespread login failures 
  • Cyber incident (malware, ransomware, suspected breach) 
  • Network outage affecting majority of users 

Priority 2 (High Impact / Degraded Performance) 

  • Partial site issues 
  • Important line-of-business system degraded 
  • Multiple users affected 
  • Backup failure requiring urgent action 

Priority 3 (Standard Request / Minor Issue) 

  • Single-user issues 
  • Device slowness 
  • Non-critical errors 
  • Workflow or configuration support requests 

Priority 4 (General Tasks / Low Impact) 

  • Routine changes 
  • New user creation 
  • Quotes, procurement requests 
  • Non-urgent maintenance requests 
  • Questions / how-to guidance 

5.2 
The Beach Geek™ will assign the appropriate priority based on the actual impact and urgency, not solely on the Client’s request. 

 

  1. Escalation Process

6.1 
If a request requires specialist intervention, it may be escalated internally to senior engineers or external vendors. 

6.2 
Escalation may pause or extend response or resolution expectations, depending on: 

  • vendor delays 
  • manufacturer support queues 
  • required parts or replacements 
  • external dependencies 

6.3 
Clients may request escalation if: 

  • the issue is not progressing within the SLA time frames 
  • the impact increases 
  • business operations are at risk 

 

  1. Client Responsibilities (SLA-Specific)

To maintain service levels, the Client must: 

  • submit requests through approved channels 
  • provide detailed and accurate information 
  • ensure systems are accessible for remote connection 
  • provide required passwords or MFA approvals 
  • maintain supported devices and software 
  • cooperate with requests for reboot, testing, or diagnostics 

Failure to meet these responsibilities may delay response times. 

 

  1. Exclusions from SLA

The following are not covered by SLA response commitments: 

  • project work and large-scale implementations 
  • work involving third-party vendor delays 
  • issues caused by unsupported software or hardware 
  • issues caused by internet outages or ISP faults 
  • force majeure events 
  • repeated issues caused by user behaviour 
  • requests made outside approved channels 
  • issues requiring physical onsite work (unless plan includes onsite) 

Plan Terms may modify these exclusions. 

 

  1. Monitoring & Automation

Where applicable, automated tools may: 

  • detect issues 
  • attempt self-repair 
  • initiate automated responses 
  • submit alerts to the helpdesk 

Automated detection does not guarantee immediate human review outside business hours unless specified in Plan Terms. 

 

  1. Reporting & Transparency

10.1 
Upon request, Clients may receive summary metrics regarding: 

  • ticket volumes 
  • response time performance 
  • incident categories 
  • monthly reactive vs proactive work 

10.2 
Detailed reporting may be included in selected plans or available as an add-on. 

 

  1. SLA Modifications

11.1 
The SLA may be updated periodically to reflect improvements in technology, best practice, or service methods. 

11.2 
Changes will take effect after being published on our website. 

11.3 
Your continued use of the Services indicates acceptance of updated SLA terms.