Support Services Guide & SLA — SiSat

This guide explains how SiSat provides support, what is included, response targets, and what schools can expect when requesting assistance.

Plain-English Summary

• SiSat provides practical support to help keep school systems running smoothly.
• Critical issues are prioritised first, especially where safety or access is impacted.
• Support is provided during business hours, with best-endeavours support for urgent issues.
• Custom development, training, and major changes are not included unless separately agreed.

1. Overview

Support services are provided by SiSat to schools and approved organisations using the SiSat platform.

This Support Services Guide forms part of the SiSat terms of use and applies to all users unless otherwise agreed in writing.

2. Support Services Scope

SiSat will provide reasonable assistance for:

• Resolution of reproducible technical issues in SiSat
• Investigation of system errors or unexpected behaviour
• General product and feature assistance
• Bug fixes and corrections released as part of normal updates
• Updates and upgrades made generally available to all users

Support applies to the current production version of SiSat only.

3. What Support Does Not Include

• Custom development or bespoke enhancements
• Major data migrations or new system installations
• End-to-end training or on-site training services
• Implementation of new modules not already licensed
• Professional services not explicitly included above

4. Support Hours

Standard support hours are 8:00am to 5:00pm (AEST), Monday to Friday, excluding Victorian and Australian national public holidays.

Urgent Priority 1 issues may receive best-endeavours support outside business hours.

5. Customer Responsibilities

• Ensure users are appropriately trained and authorised
• Verify issues where reasonably possible before logging a ticket
• Provide clear and accurate information when requesting support
• Notify SiSat promptly of any suspected security issues

6. Outages

Planned Outages: Where possible, at least 5 business days’ notice will be provided.

Unplanned Outages: Status updates will be published via SiSat support channels.

7. Logging a Support Request

Support requests should be submitted via the official SiSat support channels. Each request will be assigned a unique ticket number.

8. Priority Levels & Targets

This Support Services Guide is designed to balance responsiveness, safety, and sustainability for schools using SiSat.

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