Service Availability

1. Scope

This page is the SLA URL referred to in clause 5 of the Cirrova amendment to the Microsoft Standard Contract, and the availability statement referred to in clause 11 of our Terms of Service. It sets out what Cirrova does and does not commit to in respect of the availability of the platform, and it is where any agreed availability commitment is recorded.

It applies to every Cirrova subscription except to the extent a written agreement between you and Cirrova says otherwise. Section 4 lists any such agreements that are in force.

2. No uptime commitment

Clause 5 of the Cirrova amendment to the Microsoft Standard Contract provides: “Availability commitments are set out only in the SLA at cirrova.io/legal/sla; where none applies to the plan purchased, the Offering carries no availability commitment.” Section 4 below records the commitments that apply. Where your plan is not listed there, none applies to you.

We do not publish an uptime target for these plans, and no service credits, remedies or refunds arise from unavailability. This is a deliberate position rather than an omission: we do not think it is honest to publish a number we are not yet measuring against a defined methodology.

Nothing on this page limits any right you have that cannot be excluded by law, including under the Australian Consumer Law where it applies.

3. How we operate the service

The maintenance and interruption practices below describe how we run the platform today. They are a description, not a commitment, and we may change them. The support terms in this section and the table in section 4 are the parts of this page that create obligations.

Planned maintenance

• Cirrova runs on Azure platform services, so most underlying maintenance is performed by Microsoft without any interruption we control or are notified of;
• Where we expect our own maintenance to make the platform unavailable, we aim to carry it out outside Australian Eastern business hours;
• We aim to give advance notice of planned maintenance that we expect to cause an interruption, by email to organisation owners and by in-app notice.

Unplanned interruption

• Data collection from Azure runs on a schedule. A failed collection run is retried, and an interruption to collection does not by itself cause loss of previously collected data;
• Where an interruption affects your organisation and we are aware of it, we aim to notify organisation owners.

Support

• Support requests may be submitted at any time, by email to hello@cirrova.io or through the in-app support ticket function. They are handled on Australian Eastern business days;
• Suspected security issues should go to security@cirrova.io;
• We commit to the support channel, language and days set out above. We do not commit to a response time on plans purchased through Microsoft Marketplace or through this website.

4. Agreed commitments

An availability commitment applies to you only where it is expressly agreed in writing between you and Cirrova, and is recorded in the table below. Commitments are negotiated individually. There is no standard Cirrova SLA that attaches to a plan or tier.

Where a commitment has been agreed, it is set out in full in a separate versioned document listed below and incorporated into your agreement by reference. The document in force for you is the version identified in your agreement at the time you entered into it.

5. Discussing a commitment

If your procurement process requires a contractual availability commitment, contact hello@cirrova.io or talk to our team. We will tell you plainly what we can and cannot support, rather than agreeing to a figure we cannot measure.

6. Version history

Superseded versions of this statement remain available at the URLs below. If you purchased a subscription while an earlier version was in force, that version continues to apply to you for the remainder of your term.