Service Level Agreement

This Service Level Agreement (SLA) forms part of the Service Agreement between RewardCo and the Client. It applies for the Term of each Order Form.

If the Order Form sets a different commitment, the Order Form applies for that Client.

Terms defined in the Service Agreement have the same meaning here.

All Programs. Sections 4 to 6 and 8 to 14 apply to the Platform for every Program, whether it is a Self-run Program or a Managed Program.

Managed Programs. Section 7 applies only to Managed Programs, where RewardCo checks Claims, pays out Rewards, helps Participants and reports to the Client.

Who gets support. Support under section 8 is for the Client's Administrators. In a Self-run Program, the Client supports its own Participants. In a Managed Program, RewardCo helps Participants as section 7 describes.

Suppliers. This SLA does not cover services provided by third-party Suppliers, such as Airwallex, GiftPay and Gifted. Our Suppliers page (/legal/suppliers/) lists them. See section 6.3.

RewardCo aims for the Platform to have Availability of at least 99.5% in each calendar month, from the date the Client's Program goes live.

Availability for a month is calculated as:

The Platform is Unavailable only:

• when it does not respond to requests made by RewardCo's monitoring service; or
• for the duration of a Severity 1 Incident.

RewardCo's monitoring records are the basis for measuring Availability. RewardCo will share the records for a month with the Client on request (section 13.1). RewardCo uses two monitoring services, Uptime Kuma and UptimeRobot, each of which checks the Platform every 5 minutes.

Scheduled Maintenance. Maintenance between 8 pm and 6 am Sydney time on Saturdays and Sundays.

Notice of maintenance. RewardCo will give the Client at least 5 Business Days' notice of maintenance outside the window in section 6.1 that is expected to make the Platform Unavailable, by email or a notice in the administration area. Maintenance done at the Client's request, and maintenance during an implementation window agreed with the Client, is also excluded.

Suppliers. Delays or failures of Suppliers, such as Airwallex for Payouts or GiftPay and Gifted for Gift Cards, or of the Client's own connected Airwallex account. RewardCo will tell the Client of a Supplier problem it knows about that affects the Client's Program, and will work with the Supplier to resolve it.

Client-caused issues. Problems caused by the Client, its Administrators, its Agency or its systems, including its content, its integrations or API use, its single sign-on configuration, its DNS for a custom domain, or use of the Platform contrary to the Service Agreement.

Internet and networks. Failures of the internet, or of networks outside RewardCo's control, including the networks the Client and Participants use to connect.

Events beyond control. Events under section 21.5 of the Service Agreement, such as natural disasters, war, government action or third-party failures that RewardCo could not reasonably avoid.

Suspension. Periods when the Services are suspended under the Service Agreement.

Claim review. Review Claims within the review time set for the Program in its set-up or Order Form. The Client and RewardCo agree that time for each Program. It is counted in Business Days from when RewardCo has received all the Evidence the Claim needs.

Payouts and Gift Cards. Send approved Payouts and issue approved Gift Cards within 10 Business Days of approval, provided the Client's Rewards Balance or connected Airwallex account has enough funds. Times to reach a Participant's bank depend on the bank and country, and are outside this commitment.

Participant help. Answer Participants' questions sent by email to the Program's support address during Business Hours, with a first response within 2 Business Days.

Monthly report. Send the Client a report on the Program by the 10th Business Day of each month, covering the previous month: Claims lodged, approved, rejected and pending, with the average review time; Points awarded and redeemed; Rewards and Payouts issued, by type and currency, with totals; failed or returned Payouts; and the Rewards Balance at the end of the month.

Missing a commitment in this section does not give rise to Service Credits unless the Order Form says so. If RewardCo misses a commitment in this section 3 or more times in any 6-month period, the Client may treat it as a material breach under section 18.3 of the Service Agreement.

Hours. Support is available during Business Hours: Monday to Friday, 7 am to 7 pm Sydney time, except New South Wales public holidays.

Channels. Email: support@rewardco.com. Support is by email only.

Severity 1 outside Business Hours. The Client reports a Severity 1 Incident outside Business Hours to support@rewardco.com. RewardCo will use best efforts to respond before the next Business Hours begin. The first response target is counted from the start of the next Business Hours.

What to include. When reporting an Incident, the Client's Administrator should give their name and organisation, the Program affected, a description of the problem and when it happens, the browser and device used, any error messages, and a contact number or email.

What support covers. Support covers Incidents that are a verifiable failure of the Platform to work as documented, questions about using the Platform, and updates RewardCo makes available to all clients. Requests for customisation, extra training or consulting are outside support. RewardCo may offer them at its then current rates. If an Incident turns out not to be caused by the Platform, RewardCo will still suggest a fix where it can.

RewardCo sets the Severity Level reasonably, after hearing from the Client.

Response times are counted in Business Hours, from when the Client reports the Incident to RewardCo support with a description of the problem.

Resolution. For each Incident, RewardCo will use commercially reasonable efforts to provide a fix, a reasonable workaround, or, if neither is practicable, a plan for resolving it with an estimate of how long it will take.

Root cause. If RewardCo does not meet its obligations in this section for a Severity 1 Incident, RewardCo will give the Client a root cause analysis, including what happened, what was fixed and how it will be prevented.

The response targets in this section are targets. Missing one does not give rise to Service Credits, but Unavailability during a Severity 1 Incident counts towards Availability under section 5.

When credits apply. If Availability in a month is below the target in section 4, the Client is entitled to:

• one Service Credit; plus
• half a Service Credit for the first 100 minutes by which Unavailability exceeds the allowed amount; plus
• one further Service Credit for each further 100 minutes.

Value. One Service Credit equals the pro rata subscription Fee for one day for the affected Services.

Cap. Service Credits for a month cannot exceed 20% of the pro rata monthly subscription Fee for the affected Services.

How credits are given. Service Credits are given as a credit on the Client's next invoice.

How to claim. The Client must ask for Service Credits in writing within 90 days after the end of the month concerned. RewardCo will confirm the Availability for that month and the credits due.

Conditions. Service Credits do not apply for a month in which the Client had an overdue invoice. Service Credits have no cash value and are not refunded when the agreement ends.

Sole financial remedy. Service Credits are the Client's only financial remedy for the Platform being Unavailable. This does not limit the Client's right to end the Service Agreement for material breach, or any right that cannot be excluded by law.

RewardCo backs up Client Data so that it can be restored after a failure. The database is backed up every night, and its changes are copied every hour, to encrypted backup storage kept separately from the live system. Daily backups are kept for 14 days, weekly backups for 8 weeks and monthly backups for 12 months. A full image of the server is also taken every night and kept in separate storage.

Recovery point. After a failure, RewardCo aims to lose no more than 1 hour of database changes, and no more than 24 hours of uploaded files, such as Evidence.

Recovery time. After a failure that needs a full restore, RewardCo aims to have the Platform working again within 1 Business Day.

Restoring on request. If the Client asks RewardCo to restore data the Client deleted by mistake, RewardCo will try to do so from backups. The first such restore in each year of the Term is free; further restores are charged at the rates in the Order Form.

The Client can also export its Client Data from the Platform at any time, as the Service Agreement describes.

Telling the Client. If RewardCo becomes aware of a Security Incident affecting the Client's Client Data, RewardCo will tell the Client without undue delay, and in any case within 72 hours, with what RewardCo knows at the time. RewardCo will keep the Client updated as it learns more.

Containing it. RewardCo will take reasonable steps to contain the Security Incident, reduce harm to the people affected, and prevent it happening again.

Notifiable Data Breaches scheme. Under the Privacy Act 1988 (Cth), where there are reasonable grounds to suspect an eligible data breach, an assessment must be carried out within 30 days, and if it is an eligible data breach, the people at risk of serious harm and the Office of the Australian Information Commissioner must be notified as soon as practicable. Where the Client collected the information and RewardCo holds it for the Client, the Client leads the assessment and gives any notice, and RewardCo helps with the facts and supports the assessment. Where the breach is in RewardCo's own systems, RewardCo carries out the assessment with the Client and, unless they agree otherwise, the Client gives the notice, so that Participants hear from one source. If one of them does not notify the Office of the Australian Information Commissioner when it should, the other will.

Other laws. Where other laws apply, such as the UK GDPR, RewardCo will give the Client the information and help it needs to meet its own notification duties.

Availability. On the Client's written request, RewardCo will give the Client a report of Availability for a month, and any Service Credits due. RewardCo does not publish a status page or send availability reports without a request.

Incidents. For a Severity 1 Incident, RewardCo will give the Client a written summary after it is resolved.

Managed Programs. RewardCo sends the monthly report described in section 7.4.

RewardCo will review this SLA at least once a year.

RewardCo may update this SLA. An update that reduces a commitment applies to an existing Client only from its next Renewal Term, and only if RewardCo has given the Client at least 30 days' written notice, as section 21.6 of the Service Agreement provides. An update that improves a commitment can apply straight away.

We will publish the current SLA on this page with its "Last updated" date.