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HQ AGENCY

Service Level Agreement (SLA)

HQ Agency
Service Level Agreement (SLA)
Effective Date: 13/05/2026
Version: 1.0
This Service Level Agreement (“SLA”) describes the service availability, support standards and operational commitments provided by HQ Technology Pty Ltd (“HQ”) in connection with the HQ Agency platform and related services.
This SLA forms part of the HQ Master Subscription & Services Agreement (“Agreement”).

1. Service Overview
HQ Agency is a cloud-based property technology platform that enables:

  • listing management,
  • property portal distribution,
  • house & land package workflows,
  • project marketing automation,
  • reporting aggregation,
  • builder and developer collaboration,
  • integrations with third-party property portals and systems.

2. Service Availability
HQ will use commercially reasonable efforts to maintain a:
99.0% Service Availability Target measured on a quarterly basis, excluding:

  • scheduled maintenance,
  • emergency maintenance,
  • beta or trial functionality,
  • third-party outages,
  • force majeure events,
  • internet or telecommunications failures outside HQ’s control.

Service availability is calculated as:

[(Total Time – Downtime) / Total Time] × 100

3. Scheduled Maintenance
HQ may perform scheduled maintenance, upgrades, repairs or infrastructure improvements required to maintain platform performance, security and reliability.

Where reasonably practicable:

  • HQ will provide at least 48 hours’ notice for scheduled maintenance.
  • Maintenance will generally occur outside standard Australian business hours.

Emergency maintenance may be performed without notice where required to:

  • protect platform security,
  • maintain service integrity,
  • address critical incidents,
  • respond to third-party platform changes.

4. Support Services
HQ provides technical support for platform-related issues during standard business hours:

Support Hours

  • Monday to Friday
  • 9:00am – 5:00pm AEST/AEDT
  • Excluding Victorian public holidays

Support requests may be submitted via:

  • email,
  • support portal,
  • designated account management contacts.

5. Incident Priorities & Response Targets
Priority Description, Target Response, Time Critical Platform unavailable or major business-critical functionality impacted within 4 business hours.

High, Significant functionality impaired with no reasonable workaround Within 1 business day

Medium, Non-critical functionality issue or degraded performance Within 2 business days

Low, General enquiries, minor defects or enhancement requests Within 5 business days

Response times are targets only and not guaranteed resolution times.

6. Customer Responsibilities
The Customer is responsible for:

  • maintaining internet connectivity,
  • managing authorised users and credentials,
  • ensuring uploaded content is accurate and lawful,
  • promptly providing information required for issue investigation,
  • maintaining compatible systems and browsers where applicable.

HQ’s ability to provide support may be impacted where Customers fail to provide sufficient information or timely responses.

7. Third-Party Services & Integrations
HQ integrates with third-party platforms and services including:

  • property portals,
  • CRM systems,
  • cloud infrastructure providers,
  • APIs,
  • interactive masterplans,
  • marketing platforms.

The Customer acknowledges that:

  • third-party services may experience outages, delays or functionality changes;
  • third-party API availability is outside HQ’s control;
  • integration functionality may be impacted by third-party providers.

HQ is not responsible for downtime or service interruptions caused by third-party services or infrastructure.

8. Security & Incident Management
HQ maintains commercially reasonable administrative, technical and organisational measures designed to protect:

  • platform integrity,
  • customer data,
  • user access,
  • hosted infrastructure.

HQ will use reasonable efforts to notify affected Customers of material security incidents impacting Customer Data.
Customers are responsible for:

  • protecting login credentials,
  • managing user access,
  • enabling MFA or SSO functionality where available.

9. Data Backups & Recovery
HQ performs regular system and database backups as part of operational management processes.
While HQ maintains backup procedures, the Customer remains responsible for retaining copies of critical business records and exported reporting where required.

10. Exclusions
This SLA does not apply to:

  • beta or trial functionality,
  • customer-side internet issues,
  • unsupported browsers or systems,
  • misuse of the platform,
  • third-party platform outages,
  • force majeure events,
  • issues caused by customer integrations or customisations not managed by HQ.

11. Service Credits
Except where expressly agreed in writing, service credits or financial remedies are not automatically provided under this SLA.
HQ will work in good faith with Customers to investigate and resolve material service issues where they arise.

12. Changes to SLA
HQ may update this SLA from time to time to reflect:

  • platform evolution,
  • operational improvements,
  • security requirements,
  • infrastructure changes,
  • support enhancements.

Updated versions will be made available via HQ’s website or customer communications.

13. Contact & Escalation
Support enquiries and escalation requests may be directed to:
Support: support@hqtech.com.au
Website: www.hqtech.com.au

14. Enterprise Positioning
HQ Agency powers one of Australia’s largest new homes project and listing distribution networks, supporting:

  • 150+ active projects,
  • thousands of listings and packages,
  • integrations across major property portals and interactive sales platforms.

HQ continues to invest heavily in:

  • platform reliability,
  • automation,
  • enterprise scalability,
  • integrations,
  • operational security,
  • customer support infrastructure.