QuarryLink
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Public-facing service level summary (SLA)

Summary of availability and support commitments for the QuarryLink service. Binding terms are in your subscription agreement.

Plain-language overview of QuarryLink's service standards. This document is a summary only. The binding SLA is contained in your QuarryLink SaaS Subscription Agreement.

1. Our commitment

QuarryLink is built for reliability in high-volume, high-compliance operational environments such as:

  • quarries;
  • transport fleets;
  • weighbridge operations;
  • logistics and dispatch;
  • multi-site operations.

We aim to deliver:

  • consistent uptime;
  • rapid support response;
  • transparent communication;
  • regular improvements;
  • secure and compliant hosting.

This SLA summary outlines what customers can expect from our support and platform availability.

2. Platform availability

We target 99.25% uptime each calendar month (excluding planned maintenance and external events).

The platform is available 24 hours a day, 7 days a week, except for:

  • planned maintenance (with prior notice);
  • emergency maintenance;
  • outages caused by third-party providers;
  • issues caused by customer infrastructure or misuse.

3. Support hours

Our support team operates during:

  • Business hours: 8:00am – 6:00pm (customer's local timezone)
  • Business days: Monday to Friday (excluding public holidays recognised by QuarryLink)

Support outside these hours may be available under prior arrangement and may incur additional fees.

4. How to request support

You can contact QuarryLink support via:

All issues must be logged as tickets to ensure tracking, prioritisation and timely response.

5. Issue severity levels

Once a request is received, QuarryLink assigns a severity level based on how the issue affects operations.

Severity 1 – Critical

Definition: System-wide outage or major failure preventing core operations (e.g. weighbridge cannot process loads).

  • Target response time: within 30 minutes
  • Target resolution time: within 4 hours

Severity 2 – High

Definition: Major feature malfunction affecting multiple users or significant operational impact, but workarounds may exist.

  • Target response time: within 2 hours
  • Target resolution time: within 8 hours

Severity 3 – Medium

Definition: Non-critical issue affecting a specific feature or module. Workarounds available.

  • Target response time: within 4 hours
  • Target resolution time: 1–2 business days

Severity 4 – Low

Definition: Minor issue, cosmetic issue, or feature request.

  • Target response time: within 1 business day
  • Target resolution time: 3–5 business days (feature requests may be added to the roadmap rather than resolved immediately)

6. What's included in support

  • assistance with installation, setup and onboarding;
  • help with configuration and best practices;
  • troubleshooting platform issues;
  • guidance on integrations supported by QuarryLink;
  • basic usage training (initial onboarding);
  • issue diagnosis and escalation to engineering where required;
  • updates, improvements and security patches.

7. What's not included in standard support

The following are not included unless explicitly agreed in your contract:

  • custom development or bespoke features;
  • support for unsupported third-party hardware or software;
  • on-site services;
  • customer-side network, hardware or device troubleshooting;
  • issues caused by modifications, unsupported integrations or misuse;
  • configuration of customer infrastructure;
  • third-party delays or failures;
  • AI prompt engineering or AI output verification.

Some of these services may be available as professional services at additional cost.

8. Planned maintenance

We occasionally perform maintenance to improve performance and security. We will:

  • provide reasonable advance notice;
  • schedule updates during low-traffic periods where possible;
  • minimise downtime wherever feasible.

Critical or emergency maintenance may occur without advance notice (e.g. to address a security concern).

9. Monitoring and incident alerts

We continuously monitor platform health and performance. If a major incident occurs:

  • we will notify impacted customers as soon as practicable;
  • updates will be provided until resolution;
  • a post-incident summary may be issued (depending on severity).

10. Responsibilities of customers

To ensure good support outcomes, customers must:

  • maintain accurate user and contact information;
  • ensure hardware, devices, and networks meet minimum requirements;
  • provide access needed for troubleshooting;
  • use the platform in line with the AUP;
  • apply recommended updates or configuration changes;
  • avoid unsupported custom code, integrations, or data manipulation;
  • promptly report issues with clear descriptions and screenshots/logs.

11. Hosting and data location

QuarryLink hosts all production User Data in Australian data centres, unless otherwise agreed in writing.

12. Changes to this SLA summary

We may update this public SLA summary from time to time. The binding SLA remains the version contained in your QuarryLink SaaS Subscription Agreement. The current summary is always available at /legal/service-level-summary.

13. Contact us

For SLA enquiries:

support@quarrylink.com.au
Socoro Pty Ltd ACN 612 824 905 trading as QuarryLink
Suite 1102, 132 Arthur Street, North Sydney NSW 2060