1. Support channels
1.1 Support is requested through the Portal or by email to admin@maits.co.nz. Requests are handled during Business Hours, which are 8:30 am to 5:30 pm New Zealand time on Business Days, unless a plan or Order provides otherwise.
2. Response targets
2.1 Response targets are measured in Business Hours from the time MAITS receives a request through a supported channel.
| Plan or service | Response target |
|---|---|
| GoodWorks Essential | Within 3 Business Days |
| GoodWorks Community | Within 2 Business Days |
| GoodWorks Partner | Within 1 Business Day (priority queue) |
| Enterprise and managed services | As stated in the Order |
2.2 A response means that MAITS acknowledges the request and starts assessing it. Resolution times depend on the nature of the issue.
3. Availability
3.1 MAITS hosted services run on Microsoft Azure. The availability of the underlying Azure services is governed by the service level agreements that Microsoft publishes for those services (Microsoft SLAs). Where a Microsoft SLA applies to a component of a hosted service, it is the availability standard for that component.
3.2 If Microsoft does not meet a Microsoft SLA for a component of the Customer's hosted service, and MAITS receives a service credit from Microsoft for that failure, MAITS will pass on to the Customer a fair proportion of that credit, as a credit against future Fees. This is the Customer's sole remedy for unavailability caused by Microsoft Azure.
3.3 MAITS operates the parts of the service it manages to keep them available at all times, except during planned maintenance and events outside its reasonable control. MAITS gives additional availability commitments or service credits only where an Order expressly provides for them. Where it does, they are MAITS's sole liability, and the Customer's sole remedy, for the service level concerned.
3.4 Where practicable, MAITS schedules planned maintenance outside New Zealand business hours.
4. Exclusions
4.1 Service levels do not apply to issues caused by:
- the Customer, its users or its other providers;
- Customer Content;
- Third-Party Services;
- suspension under the Master Services Agreement;
- events outside MAITS's reasonable control; or
- requests outside the scope of the plan or Order.
5. Out-of-scope requests
5.1 Requests outside the plan or Order are quoted, or performed at MAITS's rates with the Customer's agreement.