Last updated 5 October 2026.
How this SLA works
This Service Level Agreement (SLA) applies only where a quote, order or other written agreement (an "Order") says that it applies. It forms part of the agreement with WaTo Consulting Pty Ltd together with the Service Terms and any applicable service schedule.
The Order sets the actual coverage, target times, after-hours arrangements and any service credits. If the Order does not state a service level, work is provided on a best-efforts basis and no guaranteed response or resolution time applies.
Support hours and channels
Standard support hours are 8:30 am to 5:00 pm Adelaide time, Monday to Friday, excluding South Australian public holidays. After-hours support is available only where included in the Order or separately accepted by us and may be charged at the applicable rate.
- Service portal: wato.com.au/service is the primary channel for new requests and creates a tracked record.
- Phone: (08) 7123 0805 should be used for a Priority 1 incident, followed by a portal submission if one was not already created.
- Email: info@wato.com.au is suitable for supporting material and non-urgent communication.
- Chat and SMS: useful for short updates, but do not start an SLA clock unless we confirm that a ticket has been logged.
Priority definitions
- Priority 1, critical: a widespread outage or active security incident causing a material stop to business, with no reasonable workaround.
- Priority 2, high: a major function or multiple users are materially affected, but the business can continue in a limited way or a workaround exists.
- Priority 3, normal: a standard incident affecting a user or non-critical function, or a routine service request.
- Priority 4, planned: advice, access changes, minor improvements, projects, procurement or other scheduled work.
We may adjust the priority after considering impact, urgency, affected users, safety, security and available workarounds. We will explain a material change on request.
What the targets mean
Response means that a suitable team member has acknowledged and begun triage; it does not mean the issue is resolved. Restoration means a service or reasonable workaround has been restored. Resolution means the underlying ticket has been completed or otherwise closed by agreement.
Targets are measured only during the coverage hours in the Order. The clock starts when the request reaches an approved channel with enough information to identify the customer, affected service and impact. It pauses while we reasonably wait for customer information, approval, access, testing, an appointment, parts, a third-party provider or another dependency outside our control.
Customer responsibilities
To receive the contracted service level, the customer must use the agreed channels, provide accurate impact information and authorised contacts, maintain supported systems and licences, provide safe and timely access, follow reasonable security and continuity instructions, and promptly make decisions or perform agreed testing. The customer must not label routine work as critical.
Exclusions
Unless the Order says otherwise, service levels do not apply to:
- planned maintenance notified in advance;
- customer-requested changes, projects or scheduled work;
- unsupported, end-of-life or materially modified systems;
- failures caused by customer acts or omissions, unauthorised changes, misuse or failure to follow advice;
- telecommunications, utilities, vendors, cloud platforms or other third parties outside our reasonable control;
- force majeure events, internet-wide attacks or emergencies beyond reasonable control; or
- work suspended under the agreement, including for a serious security risk or overdue undisputed payment.
Maintenance and security work
We aim to give reasonable notice of planned maintenance likely to cause material disruption. Emergency maintenance may be performed without advance notice where reasonably necessary to protect systems, data or users.
Service credits and remedies
A service credit applies only if the Order expressly provides one and states how it is calculated and claimed. A credit is not an admission of liability. Nothing in this SLA excludes any remedy or consumer guarantee that cannot lawfully be excluded under the Australian Consumer Law.
Escalation and review
If a request is not progressing as expected, reply to the ticket or call us and ask for escalation. We may review recurring incidents, response performance and agreed service levels with the customer. Changes to contracted targets must be agreed in writing.
Questions about coverage can be sent through our contact page.
