Technical Service Level Agreement

1. Definitions

In this Technical SLA:

Availability: the percentage of time in a given measurement period during which the Avertro CyberHQ® production environment is accessible to the Customer, excluding Excused Outages.

CyberHQ Enterprise: the Avertro CyberHQ® platform offered on a SaaS basis, encompassing all subscription tiers (including Foundation, Starter, Platform, Transform, Enterprise and Enterprise+) and any Connect add-ons, however described in the Customer's order.

Excused Outage: downtime or performance degradation falling within the categories described in Section 3, which is excluded from the Availability calculation.

Maintenance Window Hours: Standard off-peak hours (typically 9:00 PM to 6:00 AM local time in the Customer’s primary hosting region), or any time on weekends or local public holidays in that region.

Scheduled Maintenance: planned updates, optimisations, or routine maintenance performed by Avertro on the CyberHQ® platform.

Updates: bug fixes, patches, and minor platform improvements made generally available to Avertro’s customer base as part of a standard subscription entitlement.

2. Platform Availability

2.1 Avertro targets a platform Availability of 99.99%, measured over a rolling 12-month for the CyberHQ® production environment.

2.2 Availability is calculated as follows:

Availability (%) = ((Total Minutes in Period − Downtime Minutes) ÷ Total Minutes in Period) × 100

Excused Outages (as defined in Section 4) are excluded from both the numerator and denominator of this calculation. Availability is not measured against individual incidents in isolation but against the aggregate uptime across the full measurement period. Downtime excludes Excused Outages as defined in Section 4.

2.3 The Availability target applies solely to the Avertro-managed CyberHQ® production environment. The following are expressly excluded from this commitment:

• Customer-operated infrastructure, networks, or devices;

• Third-party integrations or APIs connected to the platform by or on behalf of the Customer;

• Preview, beta, sandbox, or evaluation environments; and

• Periods of downtime attributable to Excused Outages.

3. Scheduled Maintenance

3.1 Avertro reserves the right to perform Scheduled Maintenance on the CyberHQ Enterprise platform from time to time. Avertro designs its platform and deployment processes so that most Updates and routine changes are delivered without downtime. Where Scheduled Maintenance may affect Availability, Avertro will perform it within the Maintenance Window applicable to the Customer’s designated hosting region, prioritising weekends and low-usage periods.

3.2 Avertro will provide at least 48 hours’ advance notice for routine Scheduled Maintenance expected to affect Availability. For Major Maintenance (defined as architectural updates, API breaking changes, or maintenance anticipated to cause extended downtime exceeding 2 hours), Avertro will provide at least 7 to 14 calendar days’ advance notice via the Customer Support Portal and/or email to the Customer’s registered technical contact. Avertro will use reasonable endeavours to minimise the duration and frequency of Scheduled Maintenance.

3.3 Avertro may perform emergency maintenance outside the Maintenance Window, and without advance notice, where reasonably necessary to preserve the security, integrity, or stability of the platform. Avertro will notify affected Customers as soon as reasonably practicable and use commercially reasonable efforts to minimise disruption.

3.4 Downtime attributable to Scheduled Maintenance does not count toward the Availability calculation and does not constitute a breach of this Technical SLA.

4. Excused Outages

Downtime or performance degradation falling within the following categories is excluded from the Availability calculation and does not give rise to any service credit or breach:

Avertro will use commercially reasonable efforts to minimise the impact and duration of any outage, including those caused by third-party infrastructure providers, and will communicate status updates to affected Customers through the Customer Support Portal where practicable.

5. Performance Standards Summary

6. Platform Monitoring and Status Communication

6.1 Avertro maintains continuous internal monitoring of the CyberHQ® production environment. Where Avertro detects a material degradation in platform performance or Availability, it will endeavour to:

• publish a status update via the Customer Support Portal; and
• notify affected Customers via email to their registered technical contact, where the outage is expected to exceed 30 minutes.

6.2 Avertro does not guarantee real-time public status page availability as part of this Technical SLA, but will use reasonable efforts to communicate incident status and estimated resolution timelines.

7. Security Incident Notification

7.1 In the event that Avertro’s security operations team detects a confirmed security incident actively involving Customer data, Avertro will formally notify the affected Customer within 24 hours of detection.

7.2 The notification will include, to the extent reasonably ascertainable at the time:

• the nature of the incident and the data or systems affected;
• the steps Avertro has taken or proposes to take to contain and remediate the incident; and
• the contact details of Avertro’s nominated incident response representative.

7.3 Where required under applicable privacy or data protection law (including the Australian Privacy Act 1988 (Cth) and, where relevant, the GDPR or equivalent legislation in other applicable jurisdictions), Avertro will also notify relevant regulatory authorities within the timeframes prescribed by those laws.

7.4 The obligations in this Section 7 are in addition to, and do not limit, the privacy obligations set out in the Terms of Use and the Privacy Notice.

8. Policy Review

This Technical SLA is subject to periodic review. Avertro may update this from time to time. We will inform you if we make a material change via email or an in-platform notification. The current version of this Technical SLA is available on the website.

This Policy was last reviewed in July 2026 and supersedes all prior versions of Avertro’s Technical SLA.