Service Level Agreement
This agreement applies to the hosted CardOffice service, and it is published here in full — dated, versioned, and measured against the same status page our customers can see at any time.
Self-hosted deployments are operated by the customer; support for them is defined in the licence agreement instead. For the wider picture — hosting, backups, access control and procurement documents — start at Security & procurement.
1. Service availability
Availability objective: 99.5% per calendar month — about 3.6 hours of allowable downtime in a month — measured by the platform's own one-minute component sampling and published at https://app.cardoffice.nz/status.
Excluded from the measurement: scheduled maintenance (below), outages of the customer's own network or identity provider, and force majeure.
The status page shows live component state and a 90-day uptime history — the same data this SLA is measured against, visible to customers at all times.
2. Scheduled maintenance
Maintenance is performed outside NZ business hours wherever possible, targeting the 02:00–06:00 NZT window. Maintenance expected to interrupt service for more than 15 minutes is announced on the status page at least 48 hours in advance. Routine deploys are zero-interruption (rolling reload) and are not announced.
3. Support
Hours: New Zealand business hours, Monday–Friday 09:00–17:00 NZT, excluding NZ public holidays.
Channel: email to office@secureid.nz. Requests are acknowledged and tracked; there is no phone queue.
Response targets — the time to first substantive response, within support hours:
| Priority | Meaning | Response target |
|---|---|---|
| P1 | Service unusable for all users (cannot sign in, cannot print at all) | 4 business hours |
| P2 | A core function degraded (photo upload failing, one printer down) | 1 business day |
| P3 | Questions, cosmetic issues, feature requests | 2 business days |
These are response targets, not resolution guarantees. Resolution effort is continuous during support hours for a P1 until service is restored.
Out-of-hours P1 contact: none is offered. That is the honest trade-off of the current operation. Buyers who require 24×7 first-line response should raise it during procurement; the roadmap answer is partner-delivered first-line support, not a pager.
4. Data protection and recovery
Nightly encrypted backups of the database, configuration and all photos, mirrored off-site to independent object storage with versioning; deletion on the primary cannot propagate to the backup.
Recovery point objective (RPO): 24 hours — the nightly backup cadence.
Recovery time objective (RTO): 8 business hours from declaring a disaster. Restores are drilled, not assumed — most recently 12 August 2026, end to end.
Data residency: hosted in New Zealand. Detailed controls are described in our security architecture documentation; processing terms are in the Data Processing Agreement.
5. Service credits
No financial service credits are offered. The remedy for persistent failure to meet the availability objective is the termination right below.
6. Termination for persistent failure
If availability falls below the objective in three consecutive calendar months, the customer may terminate the affected subscription without penalty and receive a pro-rata refund of prepaid fees, plus a complete export of their data — which is available self-service at any time regardless.
7. Changes
Material changes to this SLA are notified 30 days in advance. The SLA version in force is dated and published alongside the status page.
Version 1.0 · Effective 18 August 2026
Questions about this SLA?
If your procurement process needs something here clarified — or your institution requires something this agreement does not offer — raise it with us before you buy, not after. We will give you a straight answer either way.