Service Level Agreement

Response Times

Guroo Learning Pty Ltd agrees to provide support to administrators within the specified response times below, subject to the terms and conditions detailed in this document.

Terms and Conditions

1. The Guroo Learning support desk is available during business hours, 9.00am to 5.30pm AET, Monday to Friday.
2. A Guroo Learning Customer must appoint an administrator and provide contact details for the administrator to its Learners and/or Users.
3. Guroo Learning provides support to administrators only (not end users) and administrators must contact Guroo Learning either by email to support@guroolearning.com or via phone to the contact nominated by Guroo Learning.
4. Guroo Learning does not provide support directly to Learners or Users. Learners and/or Users must contact their administrator to report support issues.
5. The administrator must use best endeavours to resolve the support issue prior to reporting the issue to Guroo Learning.
6. The administrator must provide Guroo Learning support with an outline of the issue being experienced and, if necessary, an example of the issue, and conduct such diagnostic and test activities as Guroo Learning requests.
7. The parties agree that it is not possible to specify a resolution time. It is dependent upon the severity and nature of the incident/issue and will be prioritised according to the severity, number of affected Users, impact on BAU processes, potential or actual flow-on effects, and the availability of a workaround. Any resolution times are targets only.
8. Issues with customisations or integrations may require a support effort from both Guroo Learning and the Customer, which may affect resolution time.
9. For security issues and incidents, including data breaches, please also refer to the Data Breach Policy.
10. Support does not include the following:
    1. assistance or training with the general use and functionality of Guroo Academy or Guroo Pro;
    2. correction of errors or defects caused by:
       1. the operation of Guroo Academy or Guroo Pro in a manner other than that currently specified in the Documentation or by the Supplier;
       2. modification, revision, variation, translation, or alteration of Guroo Academy or Guroo Pro other than by the Supplier;
       3. modifications made to meet Client-specific requirements;
       4. use of Guroo Academy or Guroo Pro by a person other than a User;
       5. whether wholly or partly, the use of computer programs other than Guroo Academy or Guroo Pro; or
       6. the Customer's failure to comply with the Licence Agreement.
    3. rectification of user errors or errors or defects which are not issues;
    4. equipment maintenance and support;
    5. diagnosis or rectification of faults not associated with Guroo Academy or Guroo Pro or any Third-Party Product;
    6. support of any Third-Party Products other than as set out below;
    7. the assignment of additional personnel to work with the Customer to resolve issues where the Supplier reasonably determines this is unnecessary;
    8. issue management other than via the Guroo Learning Support Desk.
11. If the Customer requests support for an excluded service, Guroo Learning may provide the service in its sole discretion and additional charges will apply.
12. The Supplier uses a third-party hosting provider, AWS S3, which is designed to achieve 99.99% durability and 99.99% availability. Any AWS outages or issues that may arise, whether notified or not, are outside the Supplier's control. Accordingly, availability of the portal for Customer use is designed to meet AWS's 99.99% availability target.
13. Wherever possible, planned outages will be avoided. Nominated platform administrators will be notified of planned outages by Guroo Learning's Customer Success Team with no less than 3 days' notice. Should the Supplier experience an unplanned outage, nominated platform administrators will be notified.
14. Outages noticed by the Customer may be reported to Guroo Learning by the administrator(s) via the support process.
15. The timing of minor upgrades is determined by the Supplier and are generally undertaken at night with minimal (if any) downtime of the platform.
16. Should there be a requirement for a significant upgrade requiring an outage, advance notification of no less than 3 days will be provided to nominated platform administrators by Guroo Learning's Customer Success Team. For the duration of the outage, a maintenance message will be displayed to learners attempting to log in.
17. All upgrades are tested by Guroo prior to release and there is no requirement for clients to individually undertake any testing. The solution is cloud-based and not installed on client infrastructure. In the case of customisations and integrations with client systems, Guroo Learning will undertake an assessment of the planned release and the likelihood of custom code or integrations being affected. Where the release is deemed to have the potential to impact these custom features, additional notice will be provided to the nominated platform administrator and a suitable testing approach agreed as required.

Definitions

• Business Days means Monday to Friday (excluding public holidays in New South Wales).
• Business Hour means an hour between 9am and 5.30pm on Business Days.
• Customer means a registered user of Guroo Academy or Guroo Pro that uses the features associated with a Customer account.
• Learner means a registered user of Guroo Academy or Guroo Pro that uses the features associated with a Learner account.
• Response Time means the time for Guroo Learning to acknowledge receipt of a support request logged by a Customer Administrator.
• Supplier means Guroo Learning Pty Ltd.
• User means any registered Customer, Producer, Reviewer, Editor, Viewer, or Learner that uses a Guroo product.