Glider Service Level Agreements
We operate a full-service help desk from our Australian HQ in Sydney during standard Business Hours (Monday to Friday, 9:00 AM to 5:00 PM AEST, excluding NSW public holidays). Support outside of these hours, including 24/7/365 coverage, is only available by separate written agreement. All faults should be logged via email to support@gliderpay.com.
An engineer will be assigned to diagnose and manage the repair process, end to end.
Faults will be categorised as per the SLA into 4 priority categories:
- P1: Urgent
- P2: High
- P3: Medium
- P4: Low
We will keep the nominated client escalation contacts up to date with progress. Where incidents are at risk of missing the SLA, the incident will be escalated through our escalation chain.
Service Level Guarantees
- 99.5% Availability Guarantee
- 3rd Party Monitoring & Online Reporting of Uptime of Key Platforms
| Priority | Target initial response | Target resolution time | Update frequency |
|---|---|---|---|
| P1: Urgent | Within 30 min | 4 business hours, continuous effort within business hours after initial response and with Client Co-operation | Hourly basis |
| P2: High | Within 1 hr | Within 8 business hours after initial response | Every 4 hours |
| P3: Medium | Within 12 hrs | Within 12 business hours | Every 24 hours |
| P4: Low | Within 24 hrs | Within 24 business hours after initial response | Every 24 hours |