Agency Core Service Level Agreement

Updated: 17th May 2018

We reserve the right to amend this agreement, at which time a revised version will be made available.

Service Commitment

Agency Core will use commercially reasonable efforts to ensure the Agency Core platform is available with a monthly uptime percentage (defined below) of at least 99%.

If we fail to meet this service commitment, you will be eligible for a 10% service credit for that month. If you suspect that your service level falls below the level set out in this agreement, please email

Monthly Uptime Percentage

Monthly uptime percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the Agency Core application was inaccessible via HTTP request.


Support can be requested via the in-app messenger or by emailing

Agency Core endeavours to acknowledge all support messages within 12 hours.

If you suspect that the application is inaccessible please email and our team will investigate accordingly.

Database Backup

Agency Core takes a database backup of all client data every night. Database backups are stored for 7 days.

In the event of a catastrophic database failure, we will restore client data from these backups. We cannot use these backups to restore a client’s accidentally deleted data.

We do implement a “soft deletes” system, which, if you have accidentally deleted data, may allow us to recover the deleted items.

If you have deleted something and would like it restored, please email

File Backup

Agency Core utilises third party services (Rackspace and Amazon) to store and backup files. In the event of an infrastructure failure, Agency Core will endeavour to recover all data.

Agency Core is designed to share files, not to store files, as such we recommend all clients maintain private backups of critical data.


Agency Core will use commercially reasonable efforts to ensure the Agency Core platform is secure. Please ensure that your users abide by the following guidelines:

  1. Do not leave your computer unlock with Agency Core active.
  2. Do not share your Agency Core password with others.
  3. Do log out of Agency Core when you are not using the system.
  4. Do regularly reset your Agency Core password.
  5. Do use passwords longer than 8 characters that consist of at least one letter, number and symbol.


If you have any questions regarding this service level agreement, please email