We’ve made some amendments to our terms of business and policies, effective 23 February 2021.
These changes help us continue to ensure our terms are clear, fair, transparent and up-to-date with our business practices.
To help you understand the type of changes, we’ve included a summary below.
General Terms
- Added a definition for ‘Plan Schedule’ as this now relates to Usage Limits for specified products.
- Fixed an incorrect reference in clause 38.7.
- Improved the definition of “Business Hours”.
- Added definitions for “We”, “Us” and “Our”.
- Added definitions for “Websites”.
- Added definitions for “Production Instance” and “Non-Production Instances”.
- Improved the definition of “Rates Schedule” to include our public website pricing page.
Schoolbox Subscription Terms
- Addition of Clause 16 to define Usage Limits and how these related to a Service Agreement.
- Addition of Clause 18 to support our new On-Premise Addon services.
Support Policy
- Our support policy has had a fairly significant amount of work, mostly to align with our growth in cloud-hosted services. This means there are a number of major edits. We would recommend customers review this document. The policy now covers service availability in a more consistent manner, with specifics around hosted services.
- Improved consistency of how we refer to releases (major and minor) and their relationship to downtime.
- Added clause to explain the difference between production and non-production instances.
- Added new Support Response and Service Availability Commitment clauses to explain our commitment and how we will handle our failure to meet this agreement.
- Added a new clause to explain Scheduled and Unscheduled Maintenance.
- Added a new clause to explain our On-Premise Add-Ons Services Hosted Backup (ADHB) and Service Availability Commitment.
- Re-wrote the Penalties clause to align it with the new Service Availability Commitments.
- Added a clause on how credit requests are handled in the case of a penalty claim.
- Added a clause to explain the Support Response and Service Availability Commitment Exclusions.
