Service Level Agreements
Our SLAs define the response and resolution commitments Aurora makes to customers across Australia. The business team should replace the placeholder content below with final, agreed terms before going live.
Placeholder content — Aurora's operations and sales teams should confirm the final SLA tiers and response windows before the site goes live.
Support tiers
Aurora offers three support tiers. The tier applicable to your installation is confirmed in your purchase agreement or service contract.
- Business-hours support (Mon–Fri, 9 am – 5 pm ACST)
- Email and support-hub ticket response within [X] business hours
- Remote diagnosis and configuration assistance
- Spare parts dispatched within [X] business days of approval
- Extended hours (Mon–Sat, 8 am – 8 pm ACST)
- Phone and ticket response within [X] hours
- Remote session within [X] business hours of ticket opening
- Spare parts dispatched next business day
- 24 / 7 phone and ticket access
- Initial response within [X] hours, any time
- On-site attendance within [X] business days (metro AU)
- Dedicated account engineer during events
- Spare module swap pool held on-site
Response & resolution targets
| Severity | Definition | Target response |
|---|---|---|
| P1 — Critical | Total display failure, live event impacted | [X] hours (24/7) |
| P2 — High | Partial display failure or significant degradation | [X] hours (business hours) |
| P3 — Medium | Minor visual issues, intermittent faults | [X] business days |
| P4 — Low | General queries, feature requests | [X] business days |
Escalation
If a ticket has not been resolved within the target window, it will be automatically escalated to a senior engineer. For Priority and Mission-Critical customers, a dedicated account contact is available for direct escalation.
Exclusions & limitations
SLA commitments do not apply to outages caused by third-party systems, force-majeure events, or issues arising from customer-side infrastructure. [Placeholder — legal team to finalise.]
Getting support
Lodge a ticket anytime via the Support Hub, or contact your account manager directly. For emergencies outside business hours on Priority and Mission-Critical plans, call 1300 841 542.
Last updated: [Date] — pending internal review.