1. Platform availability target
- Monthly uptime target: 99.5% of each calendar month for the core Platform (authentication, session control API, dashboard, payments handoff).
- Uptime is measured at the Platform's public endpoints, excluding Scheduled Maintenance and Excused Downtime (defined below).
2. Charger uptime (operator commitment)
Consistent with the Commonwealth Driving the Nation and DCCEEW minimum operating standards guidance for publicly-funded EV chargers, operators are expected to maintain at least 98% uptime per plug per quarter at their sites. Tethered provides monitoring and alerting tools to support this; achieving the standard is the operator's responsibility as the owner of the hardware and electricity supply.
3. Support response targets
- P1 — Platform down / payments failing: response within 1 business hour, continuous effort until resolved.
- P2 — Major feature impaired: response within 4 business hours.
- P3 — Minor issue / question: response within 1 business day.
Business hours are 9:00–17:00 AEST/AEDT, Monday to Friday, excluding NSW public holidays.
4. Service credits
If the Platform's measured monthly uptime falls below the target, You may request a service credit against your next monthly subscription invoice:
- ≥ 99.0% and < 99.5%: 5% credit
- ≥ 95.0% and < 99.0%: 10% credit
- < 95.0%: 25% credit
Credits are the sole and exclusive remedy for failure to meet the uptime target, subject to your non-excludable rights under the Australian Consumer Law. Requests must be made in writing within 30 days of the affected month.
5. Scheduled maintenance
Scheduled maintenance is performed in low-usage windows wherever practicable and is notified at least 48 hours in advance via in-Platform notice or email. Scheduled maintenance is excluded from uptime calculations.
6. Excused downtime
Excused downtime includes: force majeure; faults in third-party networks, hardware or electricity supply; emergency security patches; misuse by You; and beta/preview features. Excused downtime does not count against the uptime target and does not entitle You to a credit.
7. Reporting & status
We publish operational status and incident notices in-Platform. Major incidents include a post-incident summary on request.