1. Service Level Agreements (SLA) & Response Times
AUIDEAAI provides tiered support SLAs designed to minimize downtime for Managed IT agreement holders throughout the City of Casey and surrounding South East Melbourne.
| Incident Priority Tier | Example Scenario | Target Initial Response |
|---|---|---|
| Priority 1 (Critical) | Complete company outage, firewall/gateway down, active cyber incident. | < 30 Minutes |
| Priority 2 (High) | Single department or critical business workstation unable to operate. | < 2 Hours |
| Priority 3 (Standard) | Individual software bugs, printer errors, new user account onboarding. | < 4–8 Hours |
2. Data Sovereignty & Australian Privacy Principles (APP)
We strictly comply with the Privacy Act 1988 (Cth) and adhere to Australian Privacy Principles regarding the handling, storage, and retention of business and personal data.
- Data Sovereignty: Cloud backups, server snapshots, and client records are stored exclusively within sovereign Australian data centers (Sydney/Melbourne AWS/Azure regions).
- No Public AI Training: Proprietary client data processed during AI discovery and workflow setups is isolated behind private API boundaries and never used to train public language models.
- Access Governance: Only vetted technical personnel maintain access to administrative credentials via Zero-Trust Multi-Factor Authentication (MFA).
3. Cybersecurity Standards & Essential Eight
Our proactive maintenance protocols are built directly against the Australian Cyber Security Centre (ACSC) Essential Eight mitigation strategies, focusing on application control, automated patch management, immutable backups, and Multi-Factor Authentication enforcement.
4. Scope of Support & Project Boundaries
Monthly Managed IT plans cover proactive monitoring, routine maintenance, standard helpdesk assistance, and configuration management.
- Out-of-Scope (Project Work): Complete server replacements, major office relocations, large-scale structural data cabling, and commercial software ERP deployments are quoted separately as Project Work.
- Cancellations & Billing: Support blocks and hourly visits carry no lock-in contracts. Managed MSP business agreements operate on a month-to-month basis with 30 days written notice for adjustments.