VillageMall is committed to providing our customers with best practice availability for our online business applications. We recognise that you need to have our service available whenever you want or need to do business, and we strive to consistently exceed our service level commitments.

One of the significant benefits of using VillageMall applications is the fact that you never have to pay for upgrades or system improvements. To bring you these benefits, we usually schedule a weekly out of hours maintenance in which we upgrade the existing application for minor enhancements. This  maintenance usually occurs on Wednesday evenings. VillageMall usually has a planned set of new releases in which we add significant new functionality to our service. These periodic major releases can take several hours to release, and we will notify you in advance of any unscheduled maintenance where possible. These periodic major releases usually occur on Friday or Saturday evenings. All scheduled maintenance occurs during the non-peak 8 p.m. to 6 a.m. Eastern Standard hours to minimise the impact on your business.

Our current service level objectives are as follows (expressed in GMT -10:00):

 

Timeframe	Uptime Goal %
Week Days (Monday to Friday, 6 a.m. to 8 p.m.)	99.0%
Weekend Days (Saturday to Sunday, 6 a.m. to 8 p.m.)	99.0%
Week Nights (Monday to Friday, 8 p.m. to 6 a.m.)	90.0%
Weekend Nights (Saturday to Sunday, 8 p.m. to 6 a.m.)	80.0%

These percentages indicate our uptime objective. Thus, we aim to be down less than 1% of the time (less than an hour a week) during the 6 a.m. to 8 p.m. Week Day time periods and have consistently met these objectives.

We understand that you are entrusting us with your critical business information. While we securely manage your information for you, it is always your data and your data alone, and you always have the ability to request an archive of your your data from our applications.

If you have any questions, please do not hesitate to contact us.

VillageMall Operations Pty Ltd
ACN102 714 885