Service Commitment
Support and warranty,
you can rely on
Clear response times and warranty terms for the Rinami Cantara Integration Platform, so you always know what to expect when something needs attention.
Support Services
For the Rinami Cantara Integration Platform only, reasonable efforts will be made to respond to service requests per the response times set out below; however, Rinami's failure to adhere to the times stated will not constitute a breach by Rinami. The guidelines are for informational purposes only and subject to change at Rinami's discretion.
Support Response SLAs
| Impact | Description of Impact | Response Time | Resolution Time |
|---|---|---|---|
| Critical | Production system is stopped or severely disabled to cause a complete loss of service. | 1 Hour | 8 Hour |
| High | A severe loss of service that results in important features being unavailable. | 4 Hour | 24 Hour |
| Medium | A moderate loss of service that can be resolved with a workaround. | 24 Hour | 196 Hour |
| Low | A minor inconvenience or request for information. | 48 Hour | 392 Hour |
Limited Warranty
Except as expressly provided in the Licensor's limited warranty or by law, the Licensor or its suppliers make no warranty of any kind whether express or implied. The warranty does not apply to the Software program itself, which is provided "as-is" as to program configuration and functionality.
Limitation of Liability
Save for those express warranties provided in this Licence to the maximum extent permitted by law and the statutory consumer guarantees provided in the Competition and Consumer Act 2010 (Cth), the Licensor limits its liability for breach of any warranty to 'Fix' the Software by providing:
- an existing Fix in a current release of the Software; or
- a future Fix in a later release of the Software.
A Fix means a small piece of software created to correct a problem in the Software or improve the Software. It is the Licensee's responsibility to install the existing or future Software release containing the Fix.
The Licensor without limitation disclaims any and all liability for:
- failure or incorrect operation of the Software;
- any delay in providing or implementing the Software;
- any delay in correcting any fault in the Software;
- any corruption of data, inability to access data; and
- breach of privacy, and any other delay or default in performance under this Licence including whether caused or not caused by an event beyond the Licensor's control.
The Licensor shall have no liability to the Licensee for any consequential loss (including but not limited to loss of expected savings, loss of use, loss of opportunity, loss of profit, loss of revenue, increased financing costs, or loss arising from delay), whether or not the possibility or potential extent of the loss or damage was known or foreseeable, and whether arising from a claim under indemnity, contract, tort (including negligence), statute or otherwise. The Licensor's total aggregate liability for loss, however arising, shall not exceed the GST exclusive aggregate price paid by the Licensee to the Licensor for the Software that gave rise to the loss in question.
Questions about support or warranty terms? Contact us