Service Level Policy

1.1 Purpose

This Service Level Policy explains Tool-O's approach to maintaining the availability, reliability and performance of the Platform.

The purpose of this Policy is to describe Tool-O's objectives for delivering reliable Platform services while recognising that uninterrupted availability cannot be guaranteed.

1.2 Objectives

This Policy seeks to:

• promote reliable Platform services;

• support consistent User experiences;

• minimise service interruptions;

• facilitate timely incident response;

• improve operational performance;

• encourage continuous service improvement;

• communicate service expectations.

1.3 Scope

This Policy applies to Platform services including:

• User Accounts;

• Listings;

• Bookings;

• payment processes;

• messaging;

• customer support;

• Claims administration;

• Platform infrastructure;

• mobile and web services;

• other Platform functionality.

1.4 Guiding Principles

Tool-O seeks to manage Platform services in accordance with the following principles:

• reliability;

• availability;

• responsiveness;

• security;

• transparency;

• accountability;

• continuous improvement.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Business Continuity Policy;

• Security Policy;

• Privacy Policy;

• Platform Integrity Policy;

• Terms of Use;

• all other Platform policies.

1.6 Updates

Tool-O may amend this Service Level Policy from time to time.

The most current version published on the Platform replaces all previous versions.

2.1 Service Availability

Tool-O seeks to provide reliable access to the Platform on a continuous basis.

However, uninterrupted availability cannot be guaranteed and temporary interruptions may occur due to maintenance, security measures, technical issues or circumstances beyond Tool-O's reasonable control.

2.2 Planned Maintenance

Tool-O may perform planned maintenance to:

• improve Platform functionality;

• implement security updates;

• deploy new features;

• improve reliability;

• address technical issues.

Where reasonably practicable, planned maintenance may be scheduled to minimise disruption to Users.

2.3 Unplanned Interruptions

Service interruptions may occur due to circumstances including:

• software failures;

• hardware failures;

• cloud infrastructure outages;

• internet disruptions;

• cybersecurity incidents;

• third-party service failures;

• emergency maintenance;

• force majeure events.

2.4 Performance Monitoring

Tool-O may monitor Platform performance to assist with:

• service availability;

• response times;

• system reliability;

• error detection;

• infrastructure performance;

• operational improvements.

2.5 Incident Response

Where service issues are identified, Tool-O may investigate and take reasonable steps to:

• identify the cause;

• minimise disruption;

• restore affected services;

• maintain Platform security;

• communicate significant disruptions where appropriate.

2.6 Customer Support

Tool-O seeks to respond to User enquiries and support requests within reasonable timeframes, having regard to:

• the nature of the request;

• operational priorities;

• incident severity;

• available resources.

Response times are not guaranteed unless otherwise expressly stated.

2.7 Third-Party Dependencies

Certain Platform services depend upon third-party providers including payment processors, cloud infrastructure providers and communication services.

Tool-O is not responsible for service interruptions arising from the systems or services of independent third parties.

2.8 Service Improvements

Tool-O may periodically introduce updates, enhancements or new functionality to improve Platform performance, security, usability and reliability.

2.9 Temporary Restrictions

Tool-O may temporarily restrict or suspend access to parts of the Platform where reasonably necessary to:

• protect Users;

• maintain security;

• investigate incidents;

• perform maintenance;

• preserve Platform integrity.

2.10 Continuous Improvement

Tool-O seeks to continually improve the quality, reliability and performance of the Platform through ongoing monitoring, maintenance, testing and operational enhancements.

3.1 Service Monitoring

Tool-O may monitor Platform services to assess:

• availability;

• reliability;

• performance;

• capacity;

• security;

• operational health.

Monitoring assists Tool-O in identifying service issues and opportunities for continuous improvement.

3.2 Incident Classification

Service incidents may be prioritised having regard to factors including:

• the number of affected Users;

• impact on critical Platform functions;

• security implications;

• operational urgency;

• regulatory considerations.

3.3 Response Priorities

Tool-O seeks to respond to service incidents in a manner proportionate to their severity.

Higher priority may generally be given to incidents affecting:

• Platform security;

• payment processing;

• User authentication;

• Booking functionality;

• widespread service availability.

3.4 Performance Optimisation

Tool-O may implement operational improvements designed to enhance:

• Platform responsiveness;

• scalability;

• reliability;

• infrastructure efficiency;

• system stability;

• User experience.

3.5 Capacity Management

Tool-O may monitor and manage Platform capacity to support anticipated User demand, business growth and operational resilience.

3.6 Security Integration

Service management activities are undertaken in conjunction with Tool-O's security controls to help protect Platform availability, integrity and confidentiality.

3.7 Change Management

Tool-O may implement changes to Platform systems, infrastructure or services in a controlled manner to reduce operational risk and minimise disruption where reasonably practicable.

3.8 Service Metrics

Tool-O may review operational metrics including:

• service availability;

• response performance;

• incident frequency;

• recovery performance;

• infrastructure health;

• operational trends.

The publication of internal metrics is at Tool-O's sole discretion.

3.9 Third-Party Coordination

Where Platform services depend upon third-party providers, Tool-O may coordinate with those providers to investigate, manage or resolve service-related issues where reasonably appropriate.

3.10 Continuous Service Improvement

Tool-O seeks to continually improve Platform services through regular monitoring, operational reviews, technological enhancements, incident analysis and ongoing refinement of service management practices.

4.1 Governance

Tool-O is responsible for administering this Service Level Policy and may maintain internal processes to support the effective delivery, monitoring and continuous improvement of Platform services.

4.2 Compliance

Tool-O seeks to operate Platform services in accordance with applicable laws, contractual obligations and relevant industry practices where appropriate.

Nothing in this Policy excludes, restricts or modifies any rights or obligations that cannot lawfully be excluded.

4.3 Policy Review

Tool-O may periodically review this Policy to reflect:

• changes in business operations;

• technological developments;

• operational experience;

• emerging risks;

• User feedback;

• regulatory developments;

• industry best practice.

4.4 Operational Reviews

Tool-O may periodically review service performance, incident trends, operational processes and infrastructure to identify opportunities for improving Platform reliability and User experience.

4.5 Continuous Improvement

Tool-O seeks to continually improve Platform services through:

• operational monitoring;

• incident analysis;

• technology upgrades;

• infrastructure improvements;

• security enhancements;

• service optimisation.

4.6 Relationship with Other Policies

This Service Level Policy should be read together with the:

• Business Continuity Policy;

• Security Policy;

• Privacy Policy;

• Platform Integrity Policy;

• Terms of Use;

• all other Platform policies.

Where there is any inconsistency, the Terms of Use prevail to the extent permitted by applicable law.

4.7 Contact

Questions regarding this Service Level Policy may be directed to Tool-O using the contact details published on the Platform.

4.8 Policy Updates

Tool-O may amend this Service Level Policy from time to time.

The latest version published on the Platform replaces all previous versions.

4.9 Commitment

Tool-O is committed to providing reliable, secure and continuously improving Platform services while responding reasonably to operational challenges and evolving User needs.

4.10 Final Statement

Tool-O strives to maintain a dependable marketplace by supporting the ongoing availability, performance and resilience of the Platform. While uninterrupted service cannot be guaranteed, Tool-O seeks to respond promptly to service issues and continually enhance the quality of its services.

END OF SERVICE LEVEL POLICY