Service Level Agreement
This Service Level Agreement ("SLA") describes the service commitments Shift Copilot makes to customers with active paid subscriptions. Pilot customers are provided the same service on a best-efforts basis.
1. Service Availability
Shift Copilot targets 99.5% monthly uptime for the core handover report generation service. Uptime is calculated as the percentage of minutes in a calendar month during which the service is operational, excluding scheduled maintenance windows.
Scheduled maintenance will be communicated at least 24 hours in advance via email to the site admin contact and will be scheduled outside peak Australian mining shift change hours where possible (i.e. avoiding 0500–0700 AWST).
2. Incident Classification and Response Times
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable. Report generation not functioning for all users. | 4 hours | 24 hours |
| P2 — High | Core functionality degraded. Significant impact on ability to generate reports. | 8 hours | 48 hours |
| P3 — Medium | Non-critical feature unavailable. Workaround available. | 24 hours | 5 business days |
| P4 — Low | Minor issue, cosmetic defect, or enhancement request. | 48 hours | Next release |
Response times are measured in calendar hours during business days (Monday to Friday, 0800–1800 AWST), excluding WA public holidays.
3. Support Channels
Support is available via the following channels:
- Email (primary): jordan.deboer807@gmail.com
- Urgent issues: Contact details provided to site admins on subscription commencement
4. Local Draft Recovery
Shift Copilot periodically stores typed or already-transcribed draft notes in the current browser to reduce rework if connectivity is interrupted. Speech recognition, photo upload, report generation, and official record persistence may require connectivity. The user must reconnect and explicitly retry generation; drafts are not automatically queued or synchronised.
5. Service Credits
In the event that monthly uptime falls below 99.5% due to causes within Shift Copilot's control, affected customers may request a service credit as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.5% | 5% of monthly subscription fee |
| 95.0% – 99.0% | 10% of monthly subscription fee |
| Below 95.0% | 25% of monthly subscription fee |
Credits are applied to the following month's invoice. Credits are the sole remedy for uptime shortfalls and are not payable in cash. To claim a credit, contact jordan.deboer807@gmail.com within 14 days of the incident.
6. Exclusions
This SLA does not apply to unavailability caused by:
- Third-party service provider outages (Vercel, Neon, Anthropic API)
- Customer's internet connectivity or device issues
- Scheduled maintenance communicated in advance
- Force majeure events
- Customer misuse or actions that breach the Terms of Service
7. Monitoring and Status
Shift Copilot reviews service availability and investigates reported issues as part of normal operations. Customers experiencing issues should contact support directly. Status updates for significant incidents will be communicated to site admin contacts via email.
8. Changes to This SLA
Shift Copilot may update this SLA with 30 days notice. Continued use of the service following notice constitutes acceptance of the updated SLA.