Support Policy
Effective Date: 07/11/2025
Last Updated: 07/11/2025
Levart Distribution Systems Pty Ltd ABN 21 106 534 230 (“Levart”)
This Support Policy outlines the scope, terms, and procedures for technical support Levart will provide for services provided by Levart to a Customer (“You”) under an agreement between Levart and You (“Agreement”).
Our goal is to ensure the optimal performance of Your digital solutions and to assist You with any technical issues or questions that arise during usage.
1. SCOPE OF SUPPORT
1.1 Our support services include the following:
(a) bug fixes and troubleshooting of existing website/IBE functionalities;
(b) assistance with standard features and configurations;
(c) guidance on using the content management system (CMS) or booking engine interface;
(d) performance issues related to hosting or application uptime; and
(e) integration troubleshooting with supported third-party services (e.g., payment gateways, channel managers).
2. SUPPORT CHANNELS
2.1 Support requests must be lodged through one of the following channels:
(a) Online: www.levart.com.au/support
(b) Email: support@levart.com.au
(c) Phone Support: +61 8 9382 8001 NZ: +64 9 974 2635 Toll Free (Australia) 1300 538 278
3. SUPPORT HOURS
Our standard support hours are:
(a) Monday to Friday: 7:00 AM to 4:30 PM (AWST), excluding public holidays in Western Australia
(b) After Hours & Public Holidays: Emergencies leave phone message
4. TARGET UPTIME
4.1 The following uptime target applies to all services: 99.9% uptime monthly, excluding scheduled maintenance.
4.2 The uptime target is a target only and is not binding.
5. TARGET REPSONSE TIME
5.1 We prioritize requests for support based on severity and impact of the issues reported:
Priority Level | Description | Target Response Time |
Critical | System down, major function unavailable | Within 2 business hours |
High | Severe performance issues, partial outages | Within 4 business hours |
Medium | Non-critical bug, general feature issue | Within 1 business day |
Low | General inquiries, minor issues, guidance | Within 2 business days |
5.2 A Response means Levart will acknowledge the issue to You and allocate it a Priority Level. Response times are targets only and are not binding.
5.3 Any binding response or resolution times must be the subject of a separate agreement.
5.4 Levart will:
(a) provide updates on issue status and resolution;
(b) notify the Client of any significant outages or changes; and
(c) log all support requests for tracking and reporting.
6. EXCLUSIONS
6.1 The following are not covered under this support policy:
(a) custom feature requests or design changes;
(b) SEO, digital marketing, or content updates (unless part of a separate agreement);
(c) issues caused by user modifications or third-party code/plugins;
(d) training beyond standard documentation and guidance;
(e) migration or reinstallation on third-party hosting environments;
(f) delays caused by Your failure to meet Your responsibilities under this Policy or the Agreement; and
(g) issues caused by Your infrastructure or Your third party providers.
6.2 Custom development or additional services may be available at standard hourly rates or under a separate agreement.
7. YOUR RESPONSIBILITIES
7.1 To ensure effective support, You agree to:
(a) refer to online support on the administration section of the website/booking engine before logging a support request;
(b) provide detailed information and access to reproduce reported issues;
(c) refrain from making unauthorised changes to the application or environment;
(d) maintain updated contact information for key support contacts;
(e) follow our recommended procedures and guidelines; and
(f) provide timely access to personnel, systems and relevant.
8. REPORTING
8.1 Levart will provide monthly reports on uptime, issue resolution and issue trends.
9. NOTICE OF MAINTENANCE
9.1 Levart will provide 48 hours notice of scheduled maintenance.
9.2 If emergency maintenance is required, Levart will endeavour to provide You with as much notice as practicable.
10. POLICY UPDATES
10.1 We may update this Support Policy from time to time. Any changes will be posted on our website or communicated via email.