Your SLA tier — Standard vs Metro Priority
Your plan sets the response and fix times we're contractually committed to. Your current tier shows in the portal under Your plan.
Side by side
| Standard | Metro Priority | |
|---|---|---|
| Clinic-down (P1) first response | 15 minutes, around the clock | 10 minutes, around the clock |
| Clinic-down restore target | 4 hours | 2 hours |
| Significant issue (P2) response | 1 business hour | 30 minutes |
| Hardware replacement (spare-swap) | Next business day | Within 4 hours, 7am–7pm, 7 days |
| Available | Everywhere in Australia | Within 50 km of our Sydney, Melbourne or Brisbane spare pools |
Business hours are 8am–6pm on your state's business days — your public holidays are your public holidays, wherever our team sits.
What the swap commitment actually covers
The replacement clock starts when the hardware fault is confirmed (ours or the appliance's own monitoring — usually within the hour) and ends when the replacement is installed, your data restored, and prescribing and claiming verified working at your clinic. Courier time is inside the promise, not an excuse — you can watch the tracking live on your ticket. Details: KB-012 — What happens during an appliance spare-swap.
Is Metro Priority worth it for your practice?
Honest guidance: it's built for practices where four hours of downtime means significant cancelled consulting — larger clinics, procedural work, or no nearby sister site. A small practice that could run a paper morning may be perfectly served on Standard. Your usage history helps too: ask us for your clinic's incident history and we'll talk it through without a sales pitch — upgrading later is a request ([[portal → Request something]]), not a new contract.
How we report against it
Every commitment is measured and reported — corporate groups receive a monthly attainment report, and any missed target comes with an explanation of what happened, not a silence.
Related articles
- KB-004 — Understanding ticket priorities and what to expect — Understanding ticket priorities
- KB-012 — What happens during an appliance spare-swap — What happens during an appliance spare-swap