About this policy
This Service Level Arrangements Policy is part of your Dorsum Services Agreement with DORSUM.AI PTY LIMITED (trading as Dorsum.ai). Any capitalised terms used here have the same meaning as in your Services Agreement.
Our uptime commitment
95%
We aim to keep Dorsum.ai available at least 95% of the time, measured each calendar month. "Available" means you can access and use the platform as intended. If there is significant performance degradation or the service is down, that time counts against our availability target.
What does not count against our uptime
Some situations are outside our control and are not counted as downtime when calculating availability. These include:
- Problems caused by your own equipment, software, or internet connection, or those of your users.
- General internet outages or network congestion beyond our control, including force majeure events (such as natural disasters or major infrastructure failures).
- Your users not meeting the minimum technical requirements we have specified for the platform.
- Scheduled maintenance windows (see below), or emergency maintenance carried out by our hosting and data centre providers.
Planned maintenance windows
From time to time we may need to take the service offline briefly for updates and maintenance. We schedule these during low-traffic periods to minimise disruption.
Standard maintenance windows (Australian Eastern Daylight Time)
Weeknights: Monday - Thursday, midnight to 4:00 am
Weekend: Friday midnight through to Sunday 11:00 pm
Private Cloud customers: If you have your own private cloud environment, we will agree a suitable maintenance schedule with you separately, as specified in your Services Agreement.
Our upstream hosting and data centre providers may also schedule their own maintenance at times outside our control. Any downtime caused by their maintenance windows is also treated as scheduled downtime.
Service credits if we miss our target
If our availability falls below 95% in any calendar month and the shortfall is not caused by one of the exceptions listed above, you are entitled to a service credit against your next invoice, calculated as follows:
| Actual availability that month | Credit you receive |
|---|---|
| 95% or above | No credit - target met |
| 90% - 94.9% | 5% of your fees for that month |
| Below 90% | 15% of your fees for that month |
Cap on credits: Service credits in any single month will never exceed 15% of the fees you paid for that month. Credits are applied to future invoices; they are not paid out as cash refunds.
This policy forms part of the Dorsum Services Agreement. In the event of any conflict between this page and your signed agreement, the agreement takes precedence. Last reviewed May 2026.