Service Level Agreement (SLA) – IgniteOS

Effective Date: 1st July 2025
 Jurisdiction: Queensland, Australia



1. Scope of Services

IgniteOS is a white-labeled platform powered by GoHighLevel. It includes:

  • CRM and sales pipeline tools
  • Marketing automation
  • SMS/email communication
  • AI content generation and automation
  • Website, funnel, and landing page builders
  • Booking, calendar, and chat functionality
  • Reporting and analytics dashboards

This SLA applies to all Clients with an active paid IgniteOS subscription.


2. Service Availability (Uptime Commitment)

IgniteOS targets 99.9% monthly uptime, excluding:

  • Scheduled maintenance (with minimum 24 hours’ notice)
  • Downtime due to force majeure or internet/network outages beyond our control
  • Disruptions caused by beta features or third-party integrations (e.g., GoHighLevel, email gateways)


3. Support Hours & Channels

Support Availability:

  • Monday to Friday, 9:00 AM – 5:00 PM AEST
  • Excludes Queensland public holidays

Contact Options:

  • Email: get@igniteos.ai
  • Support Portal (for registered clients)
  • Website Chat Widget


4. Issue Priority Levels & Response Times

  • Priority 1 (P1): Complete outage or platform inaccessible
  • Initial response: within 1 hour
  • Resolution target: within 8 business hours
  • Priority 2 (P2): Major feature failure or heavy disruption
  • Initial response: within 4 hours
  • Resolution target: within 24 business hours
  • Priority 3 (P3): Minor bugs or delays in workflows
  • Initial response: within 1 business day
  • Resolution target: within 3 business days
  • Priority 4 (P4): General questions, feature requests, or how-to support
  • Initial response: within 2 business days
  • No guaranteed resolution timeframe


5. Maintenance & Updates

  • Scheduled Maintenance: At least 24 hours' notice via email or in-app notification
  • Emergency Maintenance: Conducted as needed to protect system integrity with minimal disruption


6. Client Responsibilities

Clients agree to:

  • Maintain confidentiality of login credentials
  • Use the platform in accordance with our Terms & Conditions
  • Provide clear documentation when reporting issues
  • Cooperate with our support team during investigations


7. Data Protection & Security

IgniteOS follows industry-standard practices, including:

  • Encryption (in transit and at rest)
  • Role-based access controls
  • Regular security reviews and updates
  • Hosting via compliant infrastructure partners (e.g., GoHighLevel)

Refer to our Privacy Policy and Data Processing Agreement for more details.


8. AI Features Disclaimer

Some features use AI tools provided by GoHighLevel and other integrated providers. You acknowledge:

  • AI-generated content may be inaccurate, biased, or incomplete
  • You are solely responsible for validating AI outputs
  • IgniteOS is not liable for business or legal decisions made based on AI responses or automations


9. Limitation of Liability

To the maximum extent permitted by law, IgniteOS is not liable for:

  • Indirect, incidental, or consequential damages
  • Data loss caused by user error
  • Issues arising from third-party integrations
  • Outcomes related to AI-generated outputs

Use of the platform is governed by our full Terms & Conditions.


10. SLA Modifications

This SLA may be updated from time to time. Updates will be posted to our website and communicated via email. Continued use of IgniteOS indicates your acceptance of the latest version.


11. Contact & Escalation

IgniteOS
Email: get@igniteos.ai
 Phone: 1300 952 784
 Business Hours: Monday–Friday, 9:00 AM–5:00 PM AEST
 Website: https://igniteos.ai