The Commitments Behind Every Stack9 Instance
Availability, recovery targets, support hours and severity-based response — April9’s standard commitments, quotable without a per-engagement caveat. Achieved performance is reported monthly; it is not asserted here as a historical track record.
Four Numbers, Quoted Plainly
Standard commitments, underpinned by the architecture described in Security & Architecture.
Hours, Channels and KPIs
| Channel | Hours | Target response |
|---|---|---|
| Phone | 7am–5pm Qld time, weekdays | 80% of calls answered within 20 seconds |
| Email & web ticket | 7am–5pm Qld time, weekdays | 80% answered within 2 hours of creation |
| Support Portal (support.april9.au) | 24/7 for lodging and tracking tickets | One ticket, one reference and one SLA clock, whichever channel it came from |
| Client's own ITSM tool | As per the client's own tool | Measured from logging in the client's system |
No Flat Fix-Time Promise — a Severity-Scaled One
| Severity | How it is handled | Response target | Resolution target |
|---|---|---|---|
| Critical & high severity | Treated as incidents. The client sets the priority of each item at triage, so anything the client considers urgent is treated as urgent. | Acknowledged and worked to the response target agreed for that priority level. | Resolved to the agreed priority resolution time and released out of cycle where severity warrants. |
| Lower severity | Triaged and prioritised with the client, who sets the priority at triage. | Acknowledged and worked to the response target agreed for that priority level. | Scheduled into the agreed release cadence, generally monthly, rather than forcing an unscheduled deployment. |
A Documented Process Under April9’s ISMS
Log & Classify
Every incident is logged in a central register and classified — availability, policy breach, data breach, security misconfiguration or operational.
Escalate Security Issues
Any incident with a security dimension escalates immediately to April9's Security Officer, regardless of its initial classification.
Communicate & Contain
Status is communicated at agreed intervals, with an interim workaround provided where a fix cannot land within the agreed time.
Find Root Cause
Root cause is determined using the 5 Whys method, with related systems scoped for the same exposure.
Report & Prevent
A P1 incident report follows within 5 working days: sequence of events, diagnosis, root cause and preventative action.
Governed the Same Way as Every Other Change
Every release, including low-code and AI Studio changes, is raised, reviewed and deployed under the Request for Change discipline described in Delivery.
Zero-Downtime By Design
ECS container hot-swap, automated schema migrations and automatic TLS renewal mean releases land without a maintenance window.
Severity-Scaled Defect Fixes
Critical and high-severity defects are resolved out of cycle; lower-severity defects go into the release cadence, generally monthly.
Notice, Not Surprises
60 business days' notice for upgrades, 15 days for planned maintenance, 7 days where disruption is unavoidable.
From Continuous Recovery to an Annual Test
- Point-in-time recovery. Near-continuous, log-based backup of the Aurora database — the mechanism behind the 10-minute RPO.
- Daily RDS snapshots. Automated, running every day without manual intervention.
- Monthly full database backups. A complete backup taken every month, alongside the daily snapshots.
- Cross-region replication. Backups replicate to ap-southeast-4 (Melbourne), keeping the recovery position inside Australia.
- Annual DR test. The Disaster Recovery Plan is tested every year against an approved test plan, with a DR Test Summary Report on completion.
- Enhanced DR — optional, separately priced. A write-protected secondary backup with administrative separation, a six-month retention ladder and annual restoration testing, for clients needing protection against a compromised administrative account.
Routine, Not on Request
Monthly Contract Report
Delivered within 7 working days of month end: SLA compliance, incident and change activity, and hosting cost against usage.
Quarterly Contract Meetings
Trending performance, contract compliance, service governance and KPIs, reviewed with the client at least every quarter.
Annual Performance Report
SLA compliance and contract performance for the financial year, delivered within two months of year end.
Ready to Put These Commitments in Writing?
Talk to us about your Service Management Plan, or see how these commitments carry through if you ever need to exit.