SupplyScope is an AI-powered product development and compliance platform for physical product brands and retailers. This SLA sets out the expected service levels, availability commitments, and support terms for Subscription Services.
Covered services include:
– Product and compliance workflow management
– AI-powered agent functions (e.g., Data Enrichment, Categorisation, Validation)
– Supplier collaboration, onboarding, and monitoring
– Risk and compliance analytics
– Reporting, audit trails, and platform dashboards
Excluded services: Custom integrations, non-production environments, and third-party partner tools.
SupplyScope’s Core Services will maintain 99.9% monthly uptime, excluding Scheduled Maintenance and Excluded Downtime.
Core Services include workflow automation, AI compliance agents, product data transformation, analytics dashboards, and communication between brands, suppliers, and retailers.
Excluded Downtime includes:
– Internet or cloud service provider outages beyond our control
– Client-side issues (e.g. devices, browsers, VPNs)
– Force majeure or government-mandated outages
– Scheduled maintenance (with minimum 72 hours’ notice)
– Misuse or unauthorised platform activity
Severity | Description | Initial Response Time | Resolution Target |
P1 – Critical | Entire platform inaccessible or major feature failure affecting all users | Within 1 hour | < 8 hours |
P2 – High | Major feature degraded or unavailable for a subset of users | Within 4 hours | < 24 hours |
P3 – Medium | Non-critical bug affecting workflow or display | 1 business day | 3–5 business days |
P4 – Low | General queries, minor bugs, feature suggestions | 2 business days | Based on priority queue |
SupplyScope will use its commercially reasonable endeavours to notify you of any downtime, including in respect of any required maintenance. You can subscribe for notifications for status updates at https://supplyscope.statuspage.io/
Standard Support: Mon–Fri, 9:00 AM – 5:00 PM local time
Emergency (P1) Support: 24/7 via priority email or phone
Support Channels:
– Email: [email protected]
– Phone (P1 Only): Provided to Enterprise clients
Monitoring: Automated 24/7 system health checks
Planned Maintenance: Scheduled outside peak business hours with at least 72 hours’ notice
Emergency Maintenance: Performed when necessary; Clients notified ASAP.
If monthly uptime falls below 99.9%, the Client is eligible for Service Credits:
Monthly Uptime % | Service Credit |
≥ 99.0% < 99.9% | 3 days extension/credit |
≥ 95.0% < 99.0% | 7 days extension/credit |
< 95.0% | 15 days extension/credit (max) |
Terms:
– Credits are capped at 15 days per calendar month
– Claims must be submitted within 30 days of the affected month
– No monetary conversion or refund
– Service Credits apply only to paid platform subscriptions (not pilots or POCs)
SupplyScope Pty Ltd is certified to ISO/IEC 27001:2022, demonstrating our commitment to information security and data protection across all in-scope activities.
SupplyScope is an all-in-one AI platform specialising in compliance automation and product workflows for retailers, marketplaces and brands. Our platform is designed to enhance product integrity, address mandatory compliance requirements and streamline collaboration.
SupplyScope acknowledges Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the lands where we live, learn, and work.
