Service Level Commitment

This page sets out the service levels every LodgeHQ subscription is operated to. It applies to the LodgeHQ platform at app.lodgehq.com.au, operated by LodgeHQ Pty Ltd (ABN 52 696 192 677).

1. Availability

• 99.9% monthly uptime target, measured at the application endpoint, excluding scheduled maintenance.
• Software releases are zero-downtime (rolling deployments) and do not interrupt your use of the platform.
• Scheduled maintenance that requires downtime is rare. Where it is ever required, firm administrators receive at least 5 business days’ notice by email and in-app announcement.
• The platform runs on AWS managed services in the Sydney (Australia) region — an auto-scaling application tier, a Multi-AZ database with automatic failover, and storage replicated across multiple physically separated data centres — so no single failure removes access to your data.

2. Support response

Support runs from support@lodgehq.com.au during business hours (AEST). Response targets by priority:

• Priority 1 — platform unavailable, or a suspected security incident: acknowledged within 2 business hours, with updates until resolution.
• Priority 2 — a major function impaired: acknowledged within 4 business hours.
• General requests — within 1 business day. In practice, most queries are answered the same business day.

3. Security response

• Vulnerability reports are acknowledged within 2 business days, with an initial assessment within 5 business days.
• Critical fixes can be built, tested and live in production the same day via our continuous-deployment pipeline.
• Report security issues to support@lodgehq.com.au. Please allow us reasonable opportunity to address an issue before public disclosure.

4. Data protection & recovery

• Recovery point objective (RPO): minutes — database transaction logs are captured continuously, alongside daily snapshots and independent nightly encrypted backups (all retained within Australia).
• Recovery time objective (RTO): under one business day — typically a few hours.
• A full self-serve exportof your firm’s data (structured JSON and CSV plus every uploaded document in its original format) is available to you at all times, at no charge.

5. Enterprise agreements

For enterprise customers we offer a countersigned SLA with service credits against the availability commitment, together with a Data Processing Agreement (including the ICO’s International Data Transfer Addendum for UK customers). Contact support@lodgehq.com.au.

6. Scope

This page describes the standard our service is operated to and the targets we hold ourselves to. It does not by itself create contractual service-credit entitlements; credit-backed commitments are agreed in writing under enterprise agreements. We review these service levels periodically and material changes are notified to firm administrators.