Service commitments

You are running enrolments, assessments and reporting deadlines on this platform. These are the commitments we hold ourselves to, written down so you can hold us to them too.

Uptime target: 99.9% per calendar month. Support response: same business day. Planned maintenance: five business days notice. Security incident notification: within 72 hours of confirmed impact.

We target 99.9% availability per calendar month for the RTO Grow application. That is roughly 43 minutes of unplanned unavailability in a 30-day month.

The platform runs on Vercel with data in the AWS Sydney region via Supabase, both of which operate their own redundancy. Availability is measured against the application being reachable and able to serve authenticated requests.

Planned maintenance announced in advance is excluded from that measure, as is unavailability caused by a failure of a customer's own network or by a third-party service outside our control.

We respond the same business day to requests received during Australian business hours. Requests that arrive after hours, on a weekend or on a public holiday are answered the next business day.

Support is by email at hello@rtogrow.com.au. Security matters go to security@rtogrow.com.au, which is monitored separately.

You are dealing with the people who build the platform. There is no tiered queue and no reseller in between, which is also why we commit to a response time rather than a resolution time — some things are a five-minute fix and some are not, and we would rather tell you which one you have than miss a promise.

Most releases ship without downtime and without notice, because they do not interrupt anyone.

Where work genuinely requires the platform to be unavailable, we give at least five business days notice by email to account owners, and we schedule it outside Australian business hours wherever the work allows.

We avoid deliberately scheduling disruptive work across known sector pressure points such as AVETMISS submission periods.

If the platform is down or degraded, we tell affected customers rather than waiting to be asked, and we keep updating until it is resolved. A named on-call engineer is rostered at all times, with alerts routed to mobile after hours.

If a security incident affects your data, we notify you within 72 hours of confirmed impact, in line with the Notifiable Data Breaches scheme under the Privacy Act 1988. More detail is on our security page.

After a significant incident we tell you what happened and what changed as a result.

Your data is backed up daily and retained on a rolling seven-day window, with longer-held weekly snapshots. Backups are encrypted and never leave Australia.

You can export your data at any time while you are a customer — students, enrolments, outcomes and evidence — and we do not hold it hostage at the end of an agreement. Records subject to retention obligations under the Standards for RTOs stay available for as long as those obligations run.

The commitments on this page are the standard service levels that apply to every customer, and they are targets we manage to rather than credit-backed guarantees.

If your procurement process requires a contractual SLA — defined severity levels, remedies, or reporting obligations — we negotiate that as part of an enterprise agreement. Email hello@rtogrow.com.au and we will work through your requirements.

Last updated 8 August 2026.