Service Level Agreement (SLA)

The level of service and uptime you can expect from us.

We are committed to a high-level of uptime and ensuring our users have access to an uninterrupted service.

When we use “Nookal”, “us”, “we”, or “our” within this Service Level Agreement (SLA), we are referring to Nookal Pty Ltd which provides our Services.

Nookal offers web, desktop and mobile services which help you store, manage and process data, and also communicate and collaborate with other people. Within this document, we refer to all these services combined as “Services”.

This document is intended to inform you about the levels of service provided to our Users and what you can expect when you use our Services.

This document is subject to change in the future – any changes will be made to this page, and where appropriate, you will be notified by email.

This document was last updated on the 9th of December 2019.

Our Commitment

We like to make things as clear and transparent as possible, and our commitment to a level of service is no different:

As one of our customers, you can expect a 99.99% Monthly Uptime for your Account.

That’s it. Plain and simple.

What is Uptime

When we use the word “Uptime”, we are referring to the ability to pass incoming and outgoing TCP/IP traffic through our network and your ability to access the instance of our Services via

What is Downtime

When we calculate “Downtime” at the end of the month, we consider the number of minutes our Services were unavailable, and the percentage of customers that were affected by that unavailability.

Not all Downtime affects all customers at the same time – for example, other customers may be experiencing Downtime, whilst you are unaffected and vice versa.

Additionally, not all issues are considered as Downtime – for instance, reduced speed of access and functionality, issues caused by external factors (third parties, integrations, equipment, etc.) are excluded as they are outside of our reasonable control.

Finally, any additional Services that we offer are not included in these levels of service – for example, our website (, technical support channels, online resources, videos, webinars and meetings are excluded.

Scheduled Maintenance

Occasionally we need to perform maintenance to your Account which may involve a scheduled period of Downtime, which is excluded from our Uptime calculations. We strive to keep this time to a minimum, and we will provide 48 hours advance notice on:

How to Contact Us

If you have any questions or comments, or if you are experiencing any issues with our uptime, we welcome you to contact us –

Our Support Team are available (excluding Public Holidays):

  • Australia – 9am to 5pm from Monday to Friday AEST
  • Europe – 9am to 5pm from Monday to Friday BST

Depending on the current volume of requests, our Support Team endeavours to respond within:

  • 24 Hours – during available hours
  • 72 Hours – outside of available hours
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