Service Level Agreement
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PART OF THE NEXTGEN AML AGREEMENT SUITE This Service Level Agreement (“SLA”) is incorporated into and forms part of the Master Services Agreement (“MSA”) v2.0 between NextGen AML Pty Ltd and the Client, pursuant to clauses 2.1 and 9.10 of the MSA. Capitalised terms have the same meaning as in the MSA. Where there is any inconsistency between this SLA and the MSA, the MSA prevails. Service Credits under this SLA are the Client’s sole and exclusive remedy for availability failures, consistent with clause 13 of the MSA. |
1. Uptime Commitment
NextGen AML commits to making the Platform available to Authorised Users 99.9% of the time in any given calendar month (the “Uptime Commitment”).
“Downtime” means a period during which the core functionality of the Platform is completely inaccessible to all Authorised Users of the Client. Downtime does not include unavailability resulting from:
- Scheduled Maintenance (as defined in clause 2 below);
- issues caused by the Client’s hardware, network, or internet service provider;
- issues caused by Third-Party Platforms or third-party APIs (e.g., government registries, identity verification providers) that are outside NextGen AML’s direct control, consistent with clause 6 of the MSA; or
- Force Majeure Events as defined in the MSA (clause 20.4 and clause 22).
2. Scheduled Maintenance
To ensure the security and performance of the Platform, NextGen AML may perform scheduled maintenance as follows:
- Standard Maintenance: NextGen AML will use commercially reasonable efforts to schedule standard maintenance during off-peak hours (typically weekends or between 12:00 AM and 4:00 AM AEST).
- Notice: NextGen AML will provide at least 48 hours’ advance notice of any scheduled maintenance expected to result in Downtime, via email and/or in-platform notification, consistent with clause 20.3 of the MSA.
3. Support Response Times
NextGen AML provides technical support to Authorised Users via email at support@nextgenaml.com.au or through the in-platform support portal. Support is available during standard business hours (9:00 AM to 5:00 PM AEST, Monday to Friday, excluding Victorian public holidays), consistent with clause 2.1 of the MSA.
NextGen AML categorises support requests by severity and commits to the following initial response times:
| Severity | Description | Target Initial Response |
|---|---|---|
| Severity 1 (Critical) | The Platform is completely inaccessible, or a core compliance workflow (e.g., KYC data collection) is entirely non-functional for all Authorised Users with no available workaround. | 4 Business Hours |
| Severity 2 (High) | A major feature is malfunctioning, causing significant operational disruption, but a temporary workaround exists. | 6 Business Hours |
| Severity 3 (Normal) | Minor bugs, cosmetic issues, or general usage questions regarding the Platform. | 24 Business Hours |
“Initial Response Time” means the time taken for a support engineer to acknowledge the issue and begin investigation, not the time to final resolution. “Business Hours” means 9:00 AM to 5:00 PM AEST on a Business Day as defined in the MSA (i.e., excluding Victorian public holidays).
4. Service Credits
If NextGen AML fails to meet the Uptime Commitment in a given calendar month, the Client may request a Service Credit calculated as a percentage of the monthly Subscription Fee paid for that month:
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| Less than 95.0% | 50% |
4.1 Claiming Service Credits
To receive a Service Credit, the Client must submit a written request to support@nextgenaml.com.au within 30 days of the end of the month in which the Downtime occurred. The request must include dates, times, and a description of the Downtime. Requests submitted outside this period will not be eligible for a Service Credit.
4.2 Sole Remedy
Service Credits are the Client’s sole and exclusive remedy for any failure by NextGen AML to meet the Uptime Commitment or any other performance obligations in this SLA, consistent with clause 13 of the MSA (Limitations of Liability). Service Credits cannot be exchanged for cash and will be applied as a credit against future Subscription invoices.
4.3 Relationship to Liability Cap
Service Credits issued under this SLA form part of and do not exceed NextGen AML’s General Liability Cap under clause 13.2 of the MSA. Nothing in this SLA creates any liability for NextGen AML beyond the limits set out in clause 13 of the MSA.
5. Measurement and Reporting
NextGen AML measures uptime using its internal monitoring systems. Uptime data for the preceding calendar month is available to the Client upon written request. NextGen AML will publish a status page at https://status.nextgenaml.com.au (or equivalent) showing current and historical Platform availability.
6. Updates to This SLA
NextGen AML may update this SLA from time to time in accordance with the modification process in clause 18 of the MSA. Material changes (including any reduction in the Uptime Commitment or Service Credit schedule) will be notified at least 30 days in advance. Continued use of the Services after the updated SLA takes effect constitutes acceptance.
7. Governing Law
This SLA is governed by the laws of the State of Victoria, Australia, consistent with clause 20.1 of the MSA. Any dispute arising under this SLA is subject to the dispute resolution process in clause 19 of the MSA.
NextGen AML Pty Ltd | ABN 31 551 154 091 | Effective Date: 10 June 2026 | Version 2.0