Service Level Agreement (SLA)

Last Updated: 29 May 2026

This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms of Service between Instant Compliance Pty Ltd ("Instant Compliance", "we", "us") and the customer ("Client", "you"). It outlines our commitment to the availability and support of the Instant Compliance software platform (the "Service").

1. Uptime Commitment

Instant Compliance is committed to providing a highly reliable service. We guarantee that the Service will be available and operational 99.9% of the time in any given calendar month (the "Uptime Commitment").

"Downtime" is defined as a period during which the core functionality of the Service is completely inaccessible to all authorized users of the Client.

Downtime does not include unavailability resulting from:

Scheduled Maintenance (as defined below).

Issues caused by the Client's hardware, network, or internet service provider.

Issues caused by third-party services or APIs (e.g., government registries, identity verification providers like SumSub) that are outside of our direct control.

Force Majeure events (e.g., natural disasters, widespread internet outages, acts of government).

2. Scheduled Maintenance

To ensure the security and performance of the Service, we occasionally need to perform maintenance.

Standard Maintenance: We will use commercially reasonable efforts to schedule standard maintenance during off-peak hours (typically weekends or between 12:00 AM and 4:00 AM AEST).

Notice: We will provide at least 48 hours' advance notice for any scheduled maintenance that is expected to result in Downtime.

3. Support Response Times

Instant Compliance provides technical support to assist Clients with issues related to the Service. Support requests must be submitted via email to help@instantcompliance.ai or through the in-app support portal.

We categorize support requests by severity and commit to the following initial response times during standard business hours (9:00 AM to 5:00 PM AEST, Monday to Friday, excluding public holidays):

Severity Level	Description	Target Initial Response Time
Severity 1 (Critical)	The Service is completely inaccessible, or a core compliance workflow such as KYC data collection is entirely non-functional for all users, with no available workaround.	2 Business Hours
Severity 2 (High)	A major feature is malfunctioning, causing significant operational disruption, but a temporary workaround exists.	4 Business Hours
Severity 3 (Normal)	Minor bugs, cosmetic issues, or general questions regarding the use of the platform.	24 Business Hours

Please note that "Initial Response Time" means the time it takes for a support engineer to acknowledge the issue and begin investigation, not the time to final resolution.

4. Service Credits

If Instant Compliance fails to meet the 99.9% Uptime Commitment in a given calendar month, the Client will be eligible to request a Service Credit.

Service Credits are calculated as a percentage of the monthly subscription fee paid by the Client for the month in which the Downtime occurred, according to the following schedule:

Monthly Uptime Percentage	Service Credit
99.0% to 99.89%	10% of monthly fee
95.0% to 98.99%	25% of monthly fee
Less than 95.0%	50% of monthly fee

4.1 Claiming Service Credits

To receive a Service Credit, the Client must submit a written request to help@instantcompliance.ai within thirty (30) days of the end of the month in which the Downtime occurred. The request must include dates, times, and a description of the Downtime.

4.2 Sole Remedy

The issuance of Service Credits is the Client's sole and exclusive remedy for any failure by Instant Compliance to meet the Uptime Commitment or any other performance obligations outlined in this SLA. Service Credits cannot be exchanged for cash and will be applied to future subscription invoices.

Service level agreement