Service Level & Support Policy
Version 1.0 — Effective Date: 15 June 2026
At a glance
This page summarises the service-level commitments NovoCove makes to customers, the support channels available, and the remedies available if we miss those commitments. It supplements our Terms of Service. The full, legally binding text is in the in-app version of this document.
1. Uptime commitment
99.5% monthly uptime
NovoCove commits to maintaining at least 99.5% availability of the platform, measured monthly on a rolling basis. We publish real-time status and a public incident history.
Uptime is calculated as (total minutes in month − unscheduled downtime minutes) ÷ total minutes in month × 100. Unscheduled downtime excludes scheduled maintenance, emergency security maintenance, customer-caused outages, and force majeure events.
2. Support hours and channels
9:00 AM – 5:00 PM AEST, Monday to Friday
Excluding New South Wales public holidays. Tickets submitted outside business hours are responded to on the next business day.
3. Response times by plan
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| P1 — Critical | 1 business day | 4 business hours | 1 business hour |
| P2 — High | 1 business day | 1 business day | 4 business hours |
| P3 — Normal | 2 business days | 1 business day | 1 business day |
| P4 — Low | 2 business days | 2 business days | 2 business days |
4. Service credits
If uptime falls below 99.5% for two consecutive months, the customer may request a service credit equal to a pro-rata refund for the affected month. Service credits are issued at our discretion on confirmed downtime.
5. Exclusions
The uptime commitment does not cover:
- Scheduled maintenance windows (notified at least 48 hours in advance)
- Emergency security maintenance
- Customer-side issues (network, devices, third-party services)
- Force majeure events
- Beta features or features explicitly marked as best-effort
Looking for the full text?
Logged-in users of the NovoCove platform can access the complete, legally binding Service Level and Support Policy from the in-app legal section. The full text is the authoritative source; this page is a public summary.