Service Level Agreement
This SLA applies to all clients with an active paid IgniteOS subscription and sets out our service availability, support and response commitments. It forms part of, and is subject to, the IgniteOS Terms & Conditions.
1. Scope of Services
IgniteOS is a white-labelled platform powered by GoHighLevel. It includes:
- CRM and sales pipeline tools
- Marketing automation
- SMS/email communication
- AI content generation and automation
- Website, funnel, and landing page builders
- Booking, calendar, and chat functionality
- Reporting and analytics dashboards
This SLA applies to all clients with an active paid IgniteOS subscription ("you" or "Client"). "IgniteOS", "we" or "us" refers to the operator of the IgniteOS platform.
2. Definitions
- Business Hours — Monday to Friday, 9:00 AM – 5:00 PM AEST, excluding Queensland public holidays.
- Downtime — a period during which the core IgniteOS platform is wholly inaccessible to you, as measured by our monitoring systems, excluding any Excluded Downtime.
- Excluded Downtime — any unavailability caused by: scheduled or emergency maintenance; a Force Majeure Event; faults, outages or changes in third-party platforms, integrations, networks or internet services (for example GoHighLevel, telephony, or email/SMS gateways); your acts, omissions, equipment or connectivity; or beta or trial features.
- Monthly Uptime — for a calendar month, calculated as: (total minutes in the month − Excluded Downtime − Downtime) ÷ (total minutes in the month − Excluded Downtime), expressed as a percentage.
- Force Majeure Event — any event beyond a party's reasonable control, including acts of God, natural disasters, fire, flood, pandemic, war, terrorism, civil unrest, industrial action, failure of utilities or telecommunications, internet or hosting outages, and the failure, suspension or material change of any third-party platform or provider on which the service depends.
3. Service Availability (Uptime Target)
IgniteOS targets Monthly Uptime of 99.9%. This is a good-faith service target measured by our monitoring systems — not a contractual guarantee — because the platform depends on third-party infrastructure outside our sole control. Excluded Downtime does not count towards the calculation.
4. Service Targets & Remedies
The availability and response figures in this SLA are good-faith targets, not guarantees. Because the platform depends on third-party infrastructure outside our control, no service credits or refunds are payable for failing to meet a target, and meeting these targets is not a condition of your subscription.
This does not limit any rights you may have under the Australian Consumer Law that cannot be excluded (see clause 11).
5. Support Hours & Channels
Support availability
- Monday to Friday, 9:00 AM – 5:00 PM AEST
- Excludes Queensland public holidays
Contact options
- Email: get@igniteos.ai
- Support portal (for registered clients)
- Website chat widget
6. Issue Priority Levels & Response Times
Response and resolution times below are targets, measured during Business Hours from when a properly documented issue is received.
7. Maintenance & Updates
- Scheduled maintenance: at least 24 hours' notice via email or in-app notification
- Emergency maintenance: conducted as needed to protect system integrity, with minimal disruption
8. Client Responsibilities
Clients agree to:
- Maintain confidentiality of login credentials
- Use the platform in accordance with our Terms & Conditions and Acceptable Use Policy
- Provide clear documentation when reporting issues
- Cooperate with our support team during investigations
9. Data Protection & Security
IgniteOS handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and follows industry-standard practices, including:
- Encryption (in transit and at rest)
- Role-based access controls
- Regular security reviews and updates
- Hosting via compliant infrastructure partners (e.g., GoHighLevel)
In the event of an eligible data breach, we will comply with our obligations under the Notifiable Data Breaches scheme. For full details of how we collect, use, store and process data, refer to our Privacy Policy and Data Processing Agreement.
10. AI Features Disclaimer
Some features use AI tools provided by GoHighLevel and other integrated providers. You acknowledge:
- AI-generated content may be inaccurate, biased, or incomplete
- You are solely responsible for validating AI outputs before relying on them
- IgniteOS is not liable for business or legal decisions made based on AI responses or automations
11. Limitation of Liability & Australian Consumer Law
Nothing in this SLA excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded ("Non-excludable Rights").
Where our liability for breach of a Non-excludable Right in connection with the services can be limited (under section 64A of the Australian Consumer Law), our liability is limited, at our option, to re-supplying the services or paying the cost of having them re-supplied.
Subject to the above, and to the maximum extent permitted by law:
- IgniteOS is not liable for indirect, incidental, special or consequential loss, or for loss of profits, revenue, data, or goodwill;
- IgniteOS is not liable for data loss caused by user error, or for issues arising from third-party integrations or AI-generated outputs; and
- our total aggregate liability arising out of or in connection with the services in any 12-month period is limited to the fees you paid to IgniteOS in that period.
12. Force Majeure
Neither party is liable for any delay or failure to perform its obligations (other than payment obligations) to the extent caused by a Force Majeure Event. The affected party will take reasonable steps to mitigate the impact and resume performance as soon as practicable.
13. Relationship to Other Agreements
This SLA forms part of, and is subject to, the IgniteOS Terms & Conditions. If there is any inconsistency, the Terms & Conditions prevail, except in relation to service availability, support and response levels, where this SLA prevails.
14. Governing Law & Jurisdiction
This SLA is governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland and the courts competent to hear appeals from them.
15. SLA Modifications
This SLA may be updated from time to time. Updates will be posted to our website and communicated via email. Continued use of IgniteOS indicates your acceptance of the latest version.
16. Contact & Escalation
IgniteOS
Email: get@igniteos.ai
Phone: 1300 952 784
Business hours: Monday–Friday, 9:00 AM – 5:00 PM AEST
Website: https://igniteos.ai