Legal
Service Level Agreement
Last updated: July 2026
This SLA applies to paid Enterprise subscriptions as stated in your order, and forms part of the Terms of Service. It does not apply to the free sandbox, to Integrator plans unless the order says so, or during the early-access (beta) period, when availability is provided on a reasonable-endeavours basis. Where your order sets different figures, the order prevails.
1. What this covers
This SLA covers the availability of your cloud-hosted tenant — the Consystence-operated services in Azure Australia East that you reach at your organisation's subdomain: sign-in, the console, the API, and historian read. It is the part of the platform Consystence operates and can therefore commit to.
2. What this does not cover
The platform reaches from the cloud down to plant equipment across systems Consystence does not operate. This SLA excludes, and no availability commitment is made for:
- On-premises site servers and edge devices — these run on your infrastructure; their availability depends on your hardware, power, and network. By design they keep operating and buffer data when disconnected from the cloud.
- Your network, controllers (PLCs), field devices, and physical plant — the deterministic control path and all safety functions live in your control layer, as set out in the Terms of Service.
- The advisory AI tier — provided on a best-effort basis; it depends on third-party model providers and is not covered by the availability commitment.
- Scheduled and emergency maintenance (section 6); beta or preview features.
- Issues caused by your acts or omissions, your equipment or software, misuse, or your third-party services; and events beyond Consystence's reasonable control (force majeure), including failures of the underlying cloud provider beyond its own SLA.
Nothing in this SLA changes the safety-responsibility allocation in the Terms of Service: the platform is not a safety system, and you must not rely on it as the sole means of observing or intervening in a process.
3. Availability commitment
Consystence targets a Monthly Uptime Percentage of 99.5% for the cloud-hosted tenant, or the figure stated in your order. Monthly Uptime Percentage is the total minutes in a calendar month minus minutes of Downtime, divided by the total minutes, expressed as a percentage. "Downtime" means sustained unavailability of the covered services for reasons within Consystence's control, measured at the service, and excludes the items in section 2.
4. Support and response targets
Enterprise support is provided by email ([email protected]) and your designated channel during Australian Eastern business hours, with priority handling for critical issues. Response targets are measured to a first substantive human response, not to resolution; Consystence will work each issue in good faith to a reasonable resolution or workaround.
| Severity | Description | Target response |
|---|---|---|
| P1 — Critical | The cloud-hosted tenant is unavailable or unusable for its core purpose (sign-in, console, API, or historian read) with no workaround. | 1 business hour |
| P2 — High | A major function of the cloud service is significantly impaired, but the service is otherwise usable. | 4 business hours |
| P3 — Normal | A minor or partial issue with a reasonable workaround; general questions. | 1 business day |
| P4 — Low | A cosmetic issue, documentation query, or feature request. | 3 business days |
Report a suspected security vulnerability to[email protected]; security matters are handled under our security process regardless of severity.
5. Service credits
If the Monthly Uptime Percentage for a covered service falls below the target, you may claim a service credit against a future invoice for that service:
| Monthly Uptime Percentage | Service credit |
|---|---|
| 99.5% or above | No credit |
| 99.0% to below 99.5% | 10% of the monthly fee for the affected service |
| 95.0% to below 99.0% | 25% of the monthly fee for the affected service |
| Below 95.0% | 50% of the monthly fee for the affected service |
To claim, email [email protected] within 30 days of the end of the affected month with the dates and times of the Downtime. Service credits are your sole and exclusive remedy for any failure to meet the availability commitment, are capped at 50% of the affected service's fee for the month, and are applied as credits, not cash refunds.
6. Maintenance
Consystence may perform scheduled maintenance, targeting low-traffic windows and giving reasonable advance notice for maintenance expected to cause Downtime. Consystence may also perform emergency maintenance to protect the security, integrity, or stability of the platform, with as much notice as is practical. Maintenance is excluded from Downtime.
7. Definitions and precedence
Terms capitalised but not defined here have the meaning given in theTerms of Service. If there is a conflict between this SLA and your order, the order prevails; otherwise this SLA is governed by, and subject to the limitations of liability in, the Agreement. This SLA is governed by the laws of Queensland, Australia.
Contact
Questions about this SLA: [email protected].