AU Service Level Agreement (SLA)

Updated 23 September 2026 04:27

Effective from: 6 August 2019

This Service Level Agreement (SLA) sets out the availability, change notification, response time and incident management commitments for the Jumbo Lottery Platform (JLP) for Australian clients.

Version history

Version	Date	Change
1.0	6 August 2019	First version of the SLA published.
1.1	1 September 2020	Changes involving more than 5 minutes of downtime to be conducted outside core business hours, with 24 hours' notice.
1.2	11 November 2020	Updated pre-notification time for micro-outages (under 5 minutes). Updated defect definitions, times to fix and defect update frequency. Added P5 defect definition.
1.3	16 December 2021	Added timezone to change notification schedule and release schedule. Updated terminology.
1.4	27 March 2023	Updated notification schedule.

Availability

Availability means all functions of the Powered by Jumbo Platform are available to Client users in a live production environment as per the Platform Capabilities.

The system is available for customer transactions on average 99.9% of the time, which means there is a maximum of 60 minutes of non-scheduled downtime in a month. This is subject to any circumstances beyond our control, which may affect this timeframe.

Scheduled maintenance and downtime

We will endeavour to coordinate scheduled maintenance and releases during a quiet period to ensure:

There are no software releases that would affect the End of Draw functions taking place;
There are no changes to the reporting environment except during quiet periods; and
There are no releases that have an expected downtime of more than a few minutes.

Our development systems and processes are built around the Agile approach, which provides that frequent small releases to the Powered by Jumbo platform occur on a daily basis. This means that:

Releases in nearly all instances only affect one component of the larger Powered by Jumbo platform.
Releases typically occur between the core hours of 7:00 am and 5:00 pm AEST, Monday to Friday.
More significant or risky changes that require extended downtime may be done outside these core hours.
Application releases last between 0 minutes (no downtime) and 5 minutes, with an average downtime of fewer than 30 seconds.

Change notification schedule

Expected downtime	Pre-notification period	How we notify you
No downtime	No pre-notification (no service disruption)	Not applicable
Up to 5 minutes	Target 3 hours (minimum 30 minutes)	Communication of outage via the Client Success Team
More than 5 minutes	3 days	Conducted outside core business hours (6:00 am to 9:00 pm AEST). Communication of outage via the Client Success Team

Response time

The speed with which the application will respond to a mouse click or page change is less than 1 second, with the current average of around 250 ms to be maintained within +/- 20%.

In the case of Routine requests, Response Time is the time between that request and the system providing a response.

Incidents

Incident means an occurrence that has an adverse impact on the operation or performance of the Powered by Jumbo platform capabilities, as described in Platform Capabilities.

Severity levels for support priorities

Priority level	Definitions and examples
P1	Site completely down or unresponsive Account registration or login Add to cart Checkout Tickets not purchased with provider All customers are unable to complete core sales processes All customers are unable to receive emails
P2	Unable to use a specific high-volume payment method during the sales process Ticket scoring unavailable for all users End of Draw unable to be completed Non-core system unavailable during a critical window Verification provider integration is broken during a large draw Unable to create new draws (for example, charity content) Ad running for incorrect product and jackpot
P3	Secondary or non-core business process unable to be completed Ad running for incorrect jackpot but correct product P1 or P2 items that have an acceptable workaround
P4	Moderately urgent items affecting individual customers Non-urgent data fixes for a group of customers
P5	Request for information Non-urgent updates to a single customer record

Timeframes for rectifying incidents

Priority level	Acknowledgement time	Target	Update frequency
P1	30 minutes	2 hours	Every 30 minutes
P2	1 hour	4 hours	Every 2 hours
P3	4 hours	3 days	Daily
P4 and P5	24 hours	3 weeks	Weekly

Definitions

Acknowledgement Time means the time between the Client reporting an incident to us and us providing a response or notice which acknowledges the incident and provides the first Incident Update.

Target means the target timeframe to resolve the incident or have a suitable workaround in place.

Incident Update means written notice from us to the Client during the Target including:

An estimate of when a Workaround (if available) will be provided;
An estimate of when a Fix will be provided;
Any actions which can be performed by the Client to mitigate the impact of the Incident; and
The current status of the work being done to provide the Workaround or Fix.

Business continuity and disaster recovery

Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP)

We maintain both plans. They will be made available for a nominated representative to view in a secure environment upon written request.

Restore time following a disaster

The time it would take to restore the platform following a catastrophic failure, to enable customer transactions to recommence, is 24 hours.

Recovery time objective

If the datastore encounters a catastrophic failure, the maximum amount of non-recoverable data is 1 hour, due to the backup regime.