1. Our commitment
We want Nookal to be there whenever you and your patients need it. This Service Level Agreement (SLA) sets out the availability we aim for and the support you can expect. It forms part of your subscription agreement with Nookal Pty Ltd and applies to the Nookal platform at login.nookal.com (the Services).
We aim to keep the Services available 99.9% of the time each calendar month for both the Essentials and Professional plans. This is a best-effort target — this SLA does not provide service credits. Both plans run on the same infrastructure and receive the same uptime, security, breach-notification and backup protections set out below; Professional adds priority support and faster response times.
2. What is Uptime?
“Uptime” is the ability to pass incoming and outgoing TCP/IP traffic through our network and to log in to and use the core functions of the Services at login.nookal.com — your diary, client records, clinical notes, invoicing and bookings.
We measure availability with automated monitoring that checks the Services every 5 minutes from independent locations, and we publish live status and incident history at status.nookal.com.
3. What is Downtime?
“Downtime” is any period the Services are not available, measured each calendar month. As today, we calculate it by the number of minutes the Services were unavailable and the percentage of customers affected — so an issue affecting some but not all customers is counted proportionally, not as a full outage.
4. What’s not included
Our uptime target does not apply to, and we are not responsible for, unavailability caused by:
- factors beyond our reasonable control (e.g. acts of government, natural disaster, failure of public telecommunications or utilities);
- scheduled or emergency maintenance;
- your acts or omissions, your equipment, network or software, or anyone using your login credentials;
- third-party services, integrations or payment gateways we don’t operate;
- denial-of-service or similar attacks directed at the Services;
- reduced speed or performance that does not amount to the Services being unavailable;
- our marketing website, support channels, training resources, videos and webinars; and
- beta or early-access features.
5. Support
| Essentials | Professional | |
|---|---|---|
| Help centre & community | ✓ | ✓ |
| Email & chat (support.nookal.com) | ✓ | ✓ |
| Coverage hours | Business hours AEST 9am – 5pm | Business hours AEST 9am – 5pm |
| Onboarding | Self-serve | Guided |
Target first-response times (a substantive reply from our support team):
| Severity | Essentials | Professional |
|---|---|---|
| P1 — Critical (Services down, data loss, security incident) | 1 business day | 4 business hours |
| P2 — Major (key function severely impaired, no workaround) | 2 business days | 8 business hours |
| P3 — Minor (impaired with a workaround) | 3 business days | 2 business days |
| P4 — Question / request | Best effort | 3 business days |
These are targets, not guarantees. Business hours are currently Australia 9am–5pm AEST and Europe 9am–5pm BST, Monday–Friday excluding public holidays.
6. Scheduled maintenance
To keep the Services secure and performing well, we sometimes carry out maintenance. We give at least 48 hours’ advance notice via login portal and/or email and aim for low-traffic windows. Occasionally we must perform emergency maintenance with little or no notice to protect security or data integrity. Maintenance periods are excluded from uptime calculations.
7. Security & data protection
We protect your data with encryption in transit (TLS 1.2+) and at rest (AES-256), role-based access controls, and multi-factor authentication. Our security posture and certifications (SOC 2 Type 2) are described at our Security & Compliance page, and we handle personal information in line with our Privacy Policy and applicable privacy laws (Australian Privacy Act/APPs, NZ Privacy Act 2020, UK/EU GDPR, Canada PIPEDA). US HIPAA-covered customers can enter into a Business Associate Agreement with us.
8. Data breach notification
If we confirm a security or personal-data breach affecting your data, we will notify you without undue delay and no later than 72 hours after confirming it, with the information you need to meet your own obligations under applicable breach-notification laws.
9. Backups & recovery
We perform eight (8) automated backupsdaily, retained for 65 days and test restoration periodically. Our recovery objectives are RTO < 6 hours (time to restore). You can export your data at any time during your subscription, and for 90 days after it ends.
10. Plans, changes & contact
- Plans: this SLA applies to Essentials and Professional subscriptions. Enterprise plans have separate service arrangements — please contact our team.
- Changes: we may update this SLA from time to time and will post the current version here.
- Contact us: support.nookal.com