Support and Availability Statement

SysGuard is operated by K and M Finance Solutions Pty Ltd (ABN 99 653 784 064) ("we", "us", "our"). Registered address: Unit 22/67-71 Eton Street, Sutherland NSW 2232 Contact: office@sysguard.com.au

Effective: 1 July 2026

This statement describes how we currently support SysGuard. It is a description of our practices, not a contractual service level, and it does not create service credits or guaranteed response or resolution times. It may change. Clause 7 of the Terms governs availability.

1. Support channel

Email office@sysguard.com.au. Support is provided in English, during Australian business hours, Monday to Friday, excluding public holidays.

2. How we prioritise

We triage on impact:

Critical — the Platform is unavailable for all users of an account, or there is a confirmed security incident or data-integrity problem. We aim to begin work as soon as we become aware and to keep you updated until resolved.
High — a core function (rostering, timesheet processing, pay or invoice calculation, invoicing) is unusable with no reasonable workaround. We aim to respond the same business day.
Normal — a function is impaired but has a workaround, or a question about how something works. We aim to respond within two business days.
Low — cosmetic issues, suggestions and feature requests. Responded to as capacity allows; no timeframe is implied.

These are targets, not guarantees, and time-critical periods such as a pay run may be affected by factors outside our control.

3. Maintenance

Routine maintenance and deployments are generally performed outside typical Australian business hours. Urgent fixes and security work may be applied at any time without notice.

4. What support does not cover

Advice on award interpretation, pay rates, entitlements, tax or accounting treatment — see clause 5 of the Terms. We can explain how a feature works; we cannot tell you what someone should be paid.
Correcting data entered incorrectly, though we can explain how to correct it yourself.
Faults in third-party services, your devices, browsers or network.
Recovering data you deleted, beyond what the Platform's own features allow — see clause 8 of the Terms.
Bespoke development, integrations or reports, which may be quoted separately.

5. Your part in a smooth resolution

Please include the account, the affected screen or record, what you expected, what happened, and the time it occurred. Screenshots help. For anything affecting pay or invoicing, tell us immediately and do not proceed with the pay run or send the invoice until it is resolved.