Service Level Agreement

Effective Date: 03 April 2025

This SLA forms part of Ciphrix's Terms and Conditions and any applicable Master Subscription Agreement between Ciphrix Pty Ltd (ABN 27 674 772 493) and/or Ciphrix Inc., as applicable to the Customer's engagement ("Ciphrix"), and the Customer. Capitalised terms not defined here have the meaning given in those documents.

1. Platform Availability

Ciphrix will use commercially reasonable efforts to maintain platform availability according to the customer's subscription tier, measured on a calendar-month basis.

Tier	Monthly Uptime Commitment
Growth	98.5%
Accelerate	99.0%
Enterprise	99.5%

Scheduled maintenance (with at least 48 hours' prior notice) and force majeure events are excluded from availability calculations.

2. Support

Support requests must be submitted to support@ciphrix.com. Support is provided during business hours: Monday–Friday, 9am–6pm AEST, excluding Australian public holidays.

Response time means initial acknowledgment and assignment — not resolution.

Priority	Growth	Accelerate	Enterprise
P1 — Critical	2 business days	1 business day	4 business hours
P2 — High	3 business days	2 business days	1 business day
P3 — Normal	5 business days	3 business days	2 business days
P4 — Low	Best effort	Best effort	Best effort

3. Priority Definitions

P1 — Critical: Complete platform unavailability affecting all users with no workaround, confirmed data loss, or active and confirmed security breach. Example: platform inaccessible to all users; customer data confirmed lost or corrupted.

P2 — High: A core module is non-functional with no workaround, causing significant impact on compliance obligations. Example: vendor risk module not loading; integrations failing across all accounts.

P3 — Normal: A non-critical issue with limited scope or a workaround is available. Example: training certificate not generating for a user; control mapping issue in one framework.

P4 — Low: Cosmetic issues, feature requests, general questions, or product feedback. No timeline committed — addressed on a best effort basis.

4. Account Management

Tier	Account Management
Growth	Standard email support during business hours.
Accelerate	Standard email support. CSM available as an optional add-on.
Enterprise	Dedicated Customer Success Manager with quarterly business reviews.

5. SLA Exclusions

These commitments do not apply to unavailability or degraded performance caused by:

Failures of third-party infrastructure providers (including AWS) used to host and deliver the platform
Customer-controlled systems, integrations, or third-party platforms connected to the platform
The customer's own network, firewall, or device environment
Improper use, unsupported usage, or unauthorised modifications
Scheduled maintenance announced at least 48 hours in advance
Force majeure events outside Ciphrix's reasonable control

6. Remedies

This SLA does not include automatic financial credits. Ciphrix may, at its sole discretion, offer service credits or other remedies in the event of significant service disruptions.