RHIXO
RHIXO Service Level and Availability Framework
Availability, incidents, maintenance and support-priority framework.
| Document status | Controlled Version 1.0 |
|---|---|
| Effective date | 19 September 2026 |
| Applies to | RHIXO customers, users and services as stated in this document |
| Document owner | TWD Holding Company Pty Ltd trading as RHIXO |
| Document ID | RHX-LGL-011 |
This document forms part of the RHIXO controlled legal framework and applies as described below. It operates together with the RHIXO Customer Agreement, RHIXO Product and Service Schedule, accepted order and other incorporated documents where relevant.
1. Scope
This Framework applies to production Services identified in an order. Preview, beta, development, free-trial and third-party services are excluded unless expressly included.
2. Availability commitment
No numeric uptime guarantee applies unless the Product Schedule states a percentage and measurement method. Where no percentage is stated, we will use commercially reasonable efforts to maintain production availability, subject to maintenance, security events, customer-caused issues and third-party dependencies.
3. Maintenance
Planned maintenance will be scheduled to reduce disruption where reasonably practicable. Emergency maintenance may occur without advance notice where needed to address security, integrity or urgent operational risk.
4. Incident priorities
- P1 Critical - production service unavailable or a material security/data-integrity event with no reasonable workaround.
- P2 High - major functionality materially impaired for multiple users or a key workflow blocked.
- P3 Normal - non-critical defect, degraded function or isolated issue with a workaround.
- P4 Request - question, configuration assistance, feature request or cosmetic issue.
5. Response targets
Response targets, if any, are set in the Product Schedule. A response target is a target to acknowledge and begin triage, not a guaranteed resolution time unless expressly stated. Resolution depends on cause, severity, third parties and customer cooperation.
6. Exclusions
Availability calculations and remedies may exclude scheduled maintenance, force majeure, customer systems, unsupported configurations, customer-caused incidents, internet/network conditions outside our control, third-party services, beta features and suspension permitted by the Agreement.
7. Service credits
No service credit is payable unless a Product Schedule expressly creates one. Where credits apply, they are the contractual remedy for the applicable availability breach to the extent permitted by law and do not affect non-excludable statutory rights.
8. Monitoring and evidence
Operational teams should measure service health and incident evidence through approved monitoring and logging. A product must not claim a guaranteed SLA that its monitoring cannot actually measure.