Service Level Agreement
RR Sols Pty Ltd t/a WattleAddr · ABN 56 672 722 486 · Last updated 4 September 2026
This SLA applies to Enterprise & Government customers of WattleAddr, operated by RR Sols Pty Ltd (ABN 56 672 722 486), whose Order Form references it. It sets out the uptime we commit to, how it is measured, and the service credits available if we miss it.
1. Scope
This SLA applies to the plan sold as "Enterprise & Government" (plan code enterprise), and only where your Order Form references this SLA by name and date. It covers the /v1 endpoints of the WattleAddr address API served from our Australian infrastructure (Sydney primary, Melbourne standby). Free, Starter and Growth plans are provided without an uptime commitment, though we operate them on the same infrastructure.
The Shopify app, the SDKs and widgets, the developer console, documentation, marketing site and email are not covered by this SLA. During a failover to Melbourne the API remains in scope; the Shopify app, which has no Melbourne deployment, does not.
2. Uptime commitment
We commit to a Monthly Uptime Percentage of at least 99.5% for the API endpoints under /v1, measured per calendar month in Australian Eastern time.
99.5% permits approximately 3 hours 39 minutes of unavailability per calendar month. We publish the figure we can currently stand behind rather than a larger one we cannot.
"Monthly Uptime Percentage" means: (total minutes in the month, minus Excluded Minutes, minus Unavailable Minutes) divided by (total minutes in the month, minus Excluded Minutes), expressed as a percentage.
"Unavailable" means the API returns 5xx errors, or fails to respond, for more than five consecutive minutes for requests that are correctly authenticated and correctly formed.
3. What is excluded
Excluded Minutes are periods of unavailability caused by:
- Scheduled maintenance, where we gave at least 48 hours' notice by email and it falls within our published maintenance window of Sundays 01:00 to 05:00 Australian Eastern time (see our Status page).
- Emergency maintenance required to address a security vulnerability, where we notify you as soon as reasonably practicable.
- Your own configuration, applications, or exceeding your plan quota or rate limits.
- Suspension or termination of your account in accordance with the Terms of Service.
- Failures of the public internet or your network, or a force majeure event as described in the Terms of Service. Failures of our own hosting provider, database platform or other suppliers are not excluded.
- A defect in a G-NAF release itself, to the extent we could not reasonably have detected it before serving that release.
4. Service credits
If we miss the commitment in a calendar month, you may claim a credit against the fees for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10% of that month’s fees |
| Below 99.0% but at or above 98.0% | 25% of that month’s fees |
| Below 98.0% | 50% of that month’s fees |
Subject to the paragraph below, service credits are your sole and exclusive remedy for any failure to meet this SLA, and cannot exceed 50% of the fees for the affected month. Credits are applied against the next invoice we issue you. If no further invoice will be issued within 90 days of the credit being granted, we pay the credit by bank transfer within 30 days instead.
Nothing in this SLA excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Where a failure amounts to a major failure under the Australian Consumer Law, your rights under that law apply in addition to any service credit, and are not limited by it.
5. Claiming a credit
To claim, email support@wattleaddr.com.au within 30 days of the end of the affected month, with the dates and times of the unavailability you observed and any logs or request identifiers you hold. We respond within 30 days. Our primary record is our server-side request and health logs for the /v1 endpoints; the public status page and our external probes are secondary. Where your logs show an outage our records do not, we will act on your logs if they are reasonably detailed.
6. Status and incident communication
We publish current API status, the G-NAF release being served, and a daily availability history at wattleaddr.com.au/status, and the API exposes an unauthenticated /v1/status endpoint you can poll. For incidents affecting Enterprise & Government customers we provide an initial notification by email and, once resolved, a written summary of cause and remediation on request.
The availability figure shown on that page is an operational measurement taken from outside our infrastructure at roughly hourly intervals, and there are sometimes gaps of a few hours between checks. It excludes nothing, not even announced maintenance, so it is deliberately harsher than the calculation in this SLA. Time between checks is attributed to the condition observed at the start of it, and any period we did not observe is reported as reduced coverage rather than counted either way. It is published for transparency and is not the basis of a service credit claim; the Monthly Uptime Percentage defined above is.
7. Changes
We may update this SLA. If we reduce the uptime commitment or the credits, we will give at least 30 days' notice by email and the change will take effect at your next renewal. Contact legal@wattleaddr.com.au with any questions.
This document is part of the agreement between you and RR Sols Pty Ltd. It is not advice about your own legal position; get your own advice if you need it. Questions: legal@wattleaddr.com.au.