Harrby's Service Level Agreement (SLA) outlining service availability, support response times, incident management, maintenance windows, and responsibilities for managed Microsoft cloud services.
Last updated: December 2025
This Service Level Agreement (“SLA”) describes how Harrby Pty Ltd (“Harrby”, “we”, “our”, “us”) delivers, measures, and supports managed services, consulting, and related cloud solutions for our customers (“you”, “your”, “Client”).
This SLA forms part of your Agreement with Harrby and applies to the services defined in the applicable Proposal, Statement of Work (SoW), Quote, Master Services Agreement (MSA), or Service Agreement (collectively referred to as “Agreement”).
Where there is any inconsistency between this SLA and the Agreement, the terms of the Agreement will prevail unless explicitly stated otherwise.
This SLA applies only to the services explicitly listed in your Agreement or service schedule as being covered by this SLA. Services not listed, or provided on a best-effort or ad-hoc basis, are excluded from formal service level commitments.
Service-specific details, such as included platforms (e.g. Microsoft 365, Azure, Endpoint Management), will be defined in your Proposal or SoW.
Harrby will use reasonable commercial efforts to achieve the availability targets outlined in your Agreement for supported services and workloads.
Incidents and requests logged via the agreed support channel (e.g. support portal, email, or phone) are assigned a priority and target response time in line with the Agreement. Example targets may include:
Response targets are time to acknowledge and commence investigation, not guaranteed time to resolve.
To maintain stability, security, and performance, Harrby and its suppliers may perform maintenance on the services.
Harrby operates an incident management process designed to restore normal service operation as quickly as possible and minimise business impact.
To ensure Harrby can meet its obligations under this SLA, the Customer agrees to:
Harrby follows industry best practice and vendor guidance (including Microsoft security baselines and Essential Eight where applicable) when designing and operating managed environments.
Privacy obligations, data handling, and regulatory requirements are further detailed in Harrby’s Privacy Policy and any specific clauses in your Agreement.
Backup and recovery responsibilities are defined in the Agreement or service schedule for each workload.
Changes to in-scope services are managed via a change management process that may include risk assessment, approvals, testing, and planned change windows.
Significant changes, new projects, or out-of-scope work may require additional Proposals or Change Requests, which may attract separate fees.
This SLA does not apply where service issues arise from:
Where included in your Agreement, Harrby may provide regular service reports such as:
Reporting frequency (e.g. monthly or quarterly) will be agreed as part of your managed services package.
Termination rights are defined in your Agreement. Harrby may temporarily suspend non-essential services in cases such as severe security risk, non-payment, or misuse.
Upon termination, Harrby will provide reasonable assistance with transition and data handover in line with the Agreement, which may attract additional professional services fees.
For support and SLA-related enquiries, please contact our team at:
support@harrby.com
or via the support channels outlined in your Agreement.
Harrby may update this SLA from time to time to reflect changes in services, best practice, or legal requirements.
Where changes materially impact service levels, we will provide reasonable notice to affected Customers. Continued use of the services after notification will constitute acceptance of the updated SLA.