Service Level Agreement
Last updated: February 2026
This Service Level Agreement (SLA) describes the uptime commitment and support standards for the Xobuya platform provided by Xobuya Operations Pty Ltd.
Uptime Commitment
We target 99.9% uptime for the Xobuya platform, measured monthly. This equates to no more than approximately 43 minutes of unplanned downtime per month. Uptime is calculated as the percentage of minutes in a calendar month during which the platform is available and operational.
What's Covered
- Xobuya native applications (macOS, iOS, Windows, Android)
- Xobuya customer portal (app.xobuya.com and custom domains)
- Xobuya API and Cloud Functions
- Customer-facing pages (quotes, payments, enquiry forms)
Exclusions
The following are not counted as downtime for SLA purposes:
- Scheduled maintenance windows (communicated at least 24 hours in advance)
- Downtime caused by third-party services outside our control (e.g. Stripe, Xero, Twilio)
- Force majeure events (natural disasters, widespread internet outages)
- Issues caused by customer misuse or misconfiguration
- Offline functionality (the app continues to work offline by design)
Infrastructure
Xobuya is built on Google Cloud Platform and Firebase, deployed across multiple regions for redundancy and performance:
- Australia (sydney) — australia-southeast1
- United States (iowa) — us-central1
Our infrastructure includes automatic scaling, load balancing, and health monitoring to ensure consistent availability.
Support Response Times
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Platform is down or unusable for all users | 1 hour | 4 hours |
| High | Major feature is broken, significant impact on operations | 4 hours | 1 business day |
| Medium | Feature issue with a workaround available | 1 business day | 5 business days |
| Low | Minor issue, cosmetic bug, or feature request | 2 business days | Best effort |
Support hours are Monday to Friday, 8am–6pm AEST, excluding Australian public holidays. Critical issues are monitored outside business hours.
Maintenance Windows
Scheduled maintenance is typically performed during low-usage periods (Sunday 2am–6am AEST). We will provide at least 24 hours notice for planned maintenance and aim to keep disruption to a minimum. Emergency maintenance may occur without prior notice if required to maintain platform security or stability.
Data Backups
- Firestore data is backed up daily with point-in-time recovery
- Backups are retained for 30 days
- File storage is replicated across multiple zones
Incident Communication
In the event of a service disruption, we will:
- Acknowledge the incident within the response times listed above
- Provide updates at regular intervals until the issue is resolved
- Publish a post-incident summary for any significant outage
Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before they take effect.
Contact
To report an issue or enquire about this SLA, contact us at support@xobuya.com or call 1300 962 892.