Overview: This SLA outlines the level of service and support you can expect when using Business Fitness products, including Active Platform, HowNow, Smart Workpapers, and Client Portal.
This SLA forms part of your Master Services Agreement (MSA).
Review Date: January 2026
1. Customer Support Services
1.1. Overview
Business Fitness provides support to help you use our products effectively, address questions, and resolve issues.
Support Services may include:
Telephone assistance
Portal or in-app messenger correspondence
Error correction through patches or new releases
Remote support delivered by Business Fitness personnel
Business Fitness will work directly with the Customer or their authorised representative.
Customers must take reasonable steps to investigate issues before contacting Support and must appoint a primary Contact for all support matters.
Support is provided for:
Suspected defects or errors causing the product to deviate from specifications
Requests for guidance on product use
Troubleshooting and investigation of potential bugs
1.2. Support Hours
Australia & New Zealand:
Monday–Friday, 8:30am–5:00pm AEST/AEDT
(excluding Australian national public holidays)
United Kingdom:
Monday–Friday, 9:00am–5:00pm GMT/BST
(excluding UK national public holidays)
We monitor for critical, system-wide incidents 24/7 and respond as needed.
Support is not guaranteed outside business hours; messages received after hours will be actioned the next business day.
1.3. Contact Channels
For the most efficient support experience, we encourage you to use our In-App Messenger or Support Portal/Email as your primary contact methods. These channels provide faster triage, cleaner communication, and better tracking.
Phone support remains available but is recommended only for urgent issues where a live conversation is essential.
Channel | What It Is | Availability | Best For |
Self-help articles | 24/7 | Quick answers; how-to guidance | |
In-App Messenger | Real-time chat inside the product | Live during support hours | Quick questions; clarifications. Expect a fast response during hours. |
Submit, track and manage tickets | 24/7 submission; actioned during support hours | Full detail, attachments, progress tracking | |
Creates a support ticket | 24/7 receipt; actioned during support hours | Detailed queries, logs, screenshots | |
Phone | Speak directly with Support (ANZ Only) | During support hours | For urgent issues only |
1.4. Severity Classifications
We classify support enquiries based on severity, meaning the impact and urgency of the issue. This helps us make sure the most disruptive issues are handled first.
Critical
A major incident where the product is unavailable or critically impaired for all users, and no workaround exists.
First Response Target: within 2 business hours
Handled with the highest urgency.
High
A significant issue where key functionality is degraded, performance is heavily affected, or work is impeded. A partial workaround may exist.
First Response Target: within 3 business hours
Treated as an important operational priority.
Standard
A minor issue, question, or behaviour that does not meaningfully impact normal operations.
First Response Target: within 4 business hours
Addressed in our regular support workflow.
Note: First response times reflect when a Support Engineer acknowledges your enquiry and begins assistance. Resolution times may vary depending on complexity, third-party dependencies, or required product changes.
1.5. AI-Assisted Triage (Coach)
Business Fitness uses an AI Support Assistant (“Coach”) to collect initial details and provide guidance where possible.
Coach may assign a preliminary priority
All escalated tickets are reviewed by a Support Engineer
Business Fitness may adjust priority levels where appropriate
AI responses are monitored and improved over time
Any issue requiring clarification or human judgment is escalated immediately
If Coach resolves your enquiry, the matter is considered completed. If not, it is forwarded to Support for human review.
1.6. Escalation Path
Business Fitness may escalate your ticket when:
Complex or advanced troubleshooting is required
Cross-team cooperation is needed
The issue is high-impact or business-critical
Customers may also request escalation through the Support Portal or via any support contact method.
1.7. Access Requirements
To enable effective support, the Customer must:
Provide a suitably qualified representative for communication
Allow secure remote access when required
Provide information, logs and assistance needed for investigation
1.8. Scope of Support
Included
Product guidance (“How do I…?”)
Troubleshooting Business Fitness product issues
Bug investigation and fixes delivered via patches/releases
Support for built-in integrations
Logging feature requests for product review
Not Included (Excluded Services)
Errors caused by unsupported or incorrect usage
Data migrations or transformation issues
Errors caused by unauthorised changes or third-party software
Training of operating staff
On-site support
Hardware or network issues (e.g., customer equipment)
Recovery of customer data errors or accidental deletion
Issues resulting from failure to follow the MSA or product guidelines
Third-party system failures outside Business Fitness’ control
If the issue falls outside standard scope, we will still provide reasonable guidance but it will not be governed by SLA priority management.
2. Cloud Availability & System Uptime
2.1. Overview
Our cloud-hosted products operate with:
Recovery Point Objective (RPO): 24 hours
Recovery Time Objective (RTO): 24 hours
Availability objective: 99.9%, subject to Microsoft Azure SLAs
Product RPO/RTO summaries:
Product | RPO | RTO | Monitoring |
Active Platform | 24 hrs | 24 hrs | 24/7 |
HowNow X | 24 hrs | 24 hrs | 24/7 |
Smart Workpapers | 24 hrs | 24 hrs | 24/7 |
Client Portal | 24 hrs | 24 hrs | 24/7 |
2.2. Planned Maintenance and Feature Release
We occasionally perform scheduled maintenance to enhance performance, reliability and security.
Communicated via our Status Page.
Planned maintenance is excluded from uptime calculations.
For full details please read: Understanding our maintenance and release schedule
2.3. Incident Communication
In the event of a major incident or outage, we notify you promptly and post real-time updates on our Status Page.
Tip: Subscribe to status updates via the Status Page to receive notifications during incidents.
3. Continuous Improvement
We continually monitor:
Support performance
Common question patterns
Customer feedback
AI accuracy and training
Knowledge Base trends
We update our processes, training, and product documentation to ensure our support experience is consistently improving.