1. Overview
This Service Level Agreement outlines the service availability, support, data protection, and operational commitments for the WeldTrace SaaS platform provided by Vision-Pro Consulting Australia Pty Ltd.
2. Service Scope
WeldTrace is a cloud-based software platform designed for the creation and management of welding documentation and compliance tracking. The service includes secure hosting, access via web browser, feature updates, and support.
3. Service Availability
WeldTrace will maintain 99.5% availability monthly.
Exclusions:
- Scheduled maintenance (minimum 48 hours' notice)
- Emergency maintenance
- Force majeure or events beyond provider control
4. Support
Business hours: 9:00 AM – 5:00 PM AEST, Monday–Friday
Response time targets:
- Critical: 4 business hours
- Moderate: 1 business day
- General: 2 business days
5. Maintenance and Updates
Regular updates are deployed for bug fixes, enhancements, and security patches.
Major updates with user impact are communicated ahead of time.
6. Data Backup and Security
Daily backups retained for 30 days. Data encrypted in transit (TLS) and at rest (AES-256). Role-based access control and audit logging in place.
7. Disaster Recovery
Recovery Time Objective (RTO): 12 hours
Recovery Point Objective (RPO): 4 hours
Recovery systems are tested at least annually
8. API Access and Uptime
WeldTrace APIs follow the same 99.5% uptime target
Rate limiting may be applied and published in the documentation
APIs are subject to fair use and security controls
9. Data Portability
Customers may export their data in standard formats through the application (CSV, or PDF). The Customer is responsible for secure handling of exported data
10. GDPR Compliance
WeldTrace complies with the General Data Protection Regulation (GDPR) where applicable. Data collected is limited to what is necessary for service delivery and user management.
Customers may request access, rectification, or deletion of personal data. Sub-processors are subject to appropriate data protection obligations
11. Confidentiality
Both parties agree to treat all information received from the other as confidential unless it is:
- Publicly available
- Independently developed
- Required to be disclosed by law
The Service Provider shall not disclose Customer data to third parties except as required to deliver the service or as legally required. Confidentiality obligations survive termination of the agreement
12. Customer Responsibilities
Keep login credentials secure
Ensure users comply with WeldTrace Terms of Use
Notify the Service Provider of any issues or suspected breaches
13. Exclusions
This SLA does not apply to:
- Issues from Customer hardware, software, or internet connection
- Downtime of third-party integrations
- Trial or beta features
14. Term and Amendments
This SLA remains effective during the active subscription period
Vision-Pro may amend this SLA periodically