Service Level Agreement — Launchr

Effective: 27 May 2026 · Last updated: 4 July 2026 · ABN 46 696 518 206 · Launchr Pty Ltd

1. AGREEMENT OVERVIEW

This Service Level Agreement ("SLA") is incorporated into the Terms of Service for Launchr platform. It defines the service commitments, support levels, and remedies available to customers.

1A. AN AGENT-DRIVEN COMPANY

Launchr is an Agent-driven company. Our Agents — artificial intelligence (AI) systems — perform much of the work of operating, monitoring, and supporting the Platform, with human verification layered over Agent output. AI systems can make mistakes; we take all reasonable steps to catch errors before they reach you. Remedies under this SLA operate subject to the liability provisions in sections 10 and 11 of the Terms of Service and do not exclude your rights under the Australian Consumer Law (see section 12.3 below).

2. DEFINITIONS

• "Monthly Uptime Percentage" means the percentage of time the Platform is available during a calendar month.
• "Scheduled Maintenance" means planned maintenance communicated in advance.
• "Unplanned Downtime" means Platform unavailability outside Scheduled Maintenance.
• "Service Credit" means a credit applied to future service fees.
• "Business Hours" means 9:00 AM to 5:00 PM AEST, Monday to Friday, excluding public holidays.

3. SERVICE COMMITMENTS

3.1 Uptime Commitment

We target a Monthly Uptime Percentage of 99.5% for the Platform. This is the standard we build and monitor to; it is a service target, not a guarantee.

3.2 Uptime Calculation

Monthly Uptime Percentage = [(Total Minutes in Month - Unplanned Downtime Minutes) / Total Minutes in Month] × 100

3.3 Exclusions

The following are excluded from uptime calculations:

• Scheduled Maintenance
• Force Majeure events
• Customer-side issues (internet connectivity, device problems)
• Third-party service outages (Stripe, Twilio, ElevenLabs, Resend, Cloudflare, etc.)
• Violations of Acceptable Use Policy

4. SUPPORT COMMITMENTS

4.1 Support Channels

• Email: [email protected]
• In-App: Help center within the Platform
• Documentation: Comprehensive online documentation

4.2 Support Response Times

Our Agents watch managed apps around the clock; human support works Business Hours (AEST). The response times below are the standards we aim for and usually beat — they are service aims, not contractual guarantees, and do not affect your rights under the Australian Consumer Law.

4.3 Issue Severity Levels

5. SCHEDULED MAINTENANCE

5.1 Maintenance Windows

• Regular Maintenance: Weekly, Sundays 2:00 AM - 4:00 AM AEST
• Emergency Maintenance: As needed, with maximum advance notice

5.2 Notification

We will provide notification of Scheduled Maintenance:

• Regular Maintenance: 48 hours in advance via email and in-app notification
• Emergency Maintenance: Maximum possible notice (minimum 1 hour)

5.3 Maintenance Duration

We aim to complete maintenance within the announced window. Extended maintenance will be communicated promptly.

6. IF WE FALL SHORT

6.1 Our approach

We don’t hide behind formulas. If your managed app has a genuinely bad month — meaningful downtime we caused, or service you paid for that wasn’t delivered — tell us. We will put it right, which may include a Service Credit or a refund of the affected month at our discretion. Manage plans are month-to-month and you can cancel at any time, so you are never trapped paying for a service that isn’t performing.

6.2 Your statutory rights

Nothing in this section limits the remedies you are entitled to under the Australian Consumer Law, which apply regardless of anything above.

6.3 How to raise it

1. Email [email protected] with the month affected and a brief description of the issue
2. You are not required to provide independent technical evidence — we will verify against our own monitoring records
3. We will respond within 30 days with what we found and what we will do about it

7. PERFORMANCE METRICS

7.1 Key Performance Indicators

We monitor and report on:

• API Response Time: Target < 200ms for 95% of requests
• Page Load Time: Target < 2 seconds for 95% of page loads
• Database Performance: Target < 50ms query response time
• Integration Latency: Target < 500ms for third-party integrations

7.2 Performance Reporting

• Public Status Page: status.launchr.bot
• Monthly Performance Report: Available upon request
• Monitoring: Infrastructure monitoring during Australian business hours (AEST 9:00–17:00, Mon–Fri, excluding public holidays) with automated alerting. Critical infrastructure is monitored 24/7 via third-party status services (status.launchr.bot). Scheduled security checks are performed weekly.

8. DATA BACKUP AND RECOVERY

8.1 Backup Schedule

• Database Backups: Hourly incremental, daily full
• File Backups: Daily incremental
• Backup Retention: 30 days

8.2 Recovery Objectives

• Recovery Point Objective (RPO): 1 hour (maximum data loss)
• Recovery Time Objective (RTO): 4 hours (maximum downtime)

8.3 Disaster Recovery

We maintain a disaster recovery plan with:

• Geographic redundancy across data centres
• Automated failover procedures
• Regular disaster recovery testing

9. SECURITY COMMITMENTS

9.1 Security Measures

• Encryption: Data encrypted in transit (TLS 1.2+) and at rest (AES-256)
• Authentication: Multi-factor authentication available
• Access Controls: Role-based access control (RBAC)
• Monitoring: Automated security scanning and scheduled log review during Australian business hours (AEST 9:00–17:00, Mon–Fri, excluding public holidays) with business-hours human review of findings. 24/7 real-time security monitoring is a targeted future enhancement.
• Vulnerability Management: Regular security assessments

9.2 Compliance

• Australian Privacy Act: Compliance with APPs
• Data Isolation: Business data isolated by business_id
• Audit Logging: Comprehensive audit trails

10. THIRD-PARTY DEPENDENCIES

10.1 Key Dependencies

Our Platform depends on:

• Stripe: Payment processing
• Twilio: Telephony and SMS
• ElevenLabs: Voice synthesis
• Resend: Email communications
• Cloudflare: Hosting and infrastructure
• Anthropic: Agent processing
• Calendar Services: Google Calendar, Outlook Calendar

10.2 Dependency Monitoring

We monitor third-party service status and will:

• Notify customers of significant third-party outages
• Implement workarounds where possible
• Escalate issues to third-party providers

11. SLA REVIEW AND UPDATES

11.1 Regular Review

We review this SLA quarterly and may update it to reflect:

• Platform improvements
• Customer feedback
• Industry standards
• Regulatory requirements

11.2 Update Process

Material changes to this SLA will be:

• Communicated 30 days in advance
• Posted on our website
• Emailed to affected customers

12. LIMITATIONS AND EXCLUSIONS

12.1 General Exclusions

This SLA does not cover:

• Beta or preview features
• Free trial periods
• Customer misuse or violation of Terms
• Issues outside our control (ISP, customer equipment)

12.2 Sole Remedy

To the maximum extent permitted by law, Service Credits are your sole and exclusive remedy under this SLA for our failure to meet service commitments.

12.3 Australian Consumer Law

This SLA is subject to your rights under the Australian Consumer Law, which cannot be excluded. Nothing in this SLA limits any remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted, or modified.

13. CONTACT INFORMATION

For SLA Inquiries: [email protected]
For Support: [email protected]
For Billing: [email protected]

Launchr Pty Ltd
81-83 Campbell St, Surry Hills NSW 2010
ABN: 46 696 518 206
Website: launchr.bot

Schedule A: Support Hours by Plan

Schedule B: Maintenance Schedule

Schedule C: Performance Targets