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Intaxio Payroll API & Data Products – Service Level Agreement (SLA)

This Service Level Agreement (SLA) applies to the Intaxio payroll APIs, data products and Developer Portal licensed under the Customer API Agreement and the short-form Master Service Agreement (MSA). Capitalised terms have the meaning given in the MSA, the Data Processing Agreement (DPA) and the relevant Product Data Sheet(s).

1. Scope and Covered Services

This SLA applies to the following production Services (collectively, the Covered Services):

  • Modern Awards APIs – including:
    • Payroll – Modern Awards API Bundle (PAYMAA)
    • Payroll – Modern Awards API – Production Environment Access Licence (PAYMAP)
    • Modern Awards Data Packs – Limited (PAYMPL), Full Industry (PAYMPD) and Single Award Add‑Ons (PAYMA1–PAYMA4)
  • Enterprise Agreement (EBA) APIs – including:
    • Payroll – Enterprise Agreement API Bundle (PAYEAA)
    • Payroll – Enterprise Agreement API – Production Environment Access Licence (PAYEAP)
    • Enterprise Agreement Data Packs – Full EA Data Pack (PAYEPD)
  • STP Filing & PAYGW Calculator APIs – including:
    • Payroll – STP Filing & PAYGW Calculator API Bundle (PAYWTH)
    • Payroll – PAYGW Calculator API – Production Environment (PAYWTP)
    • SSP ATO Gateway – STP (PAYSTP)
    • Associated compliance APIs where licensed (e.g. SSID Registration, TFN Declarations, STP Adjustment, Super Stapling Lookup)
  • Developer Portal – including:
    • Intaxio Developer Portal – Enterprise Site Licence (DEVESL)
    • Intaxio Developer Portal – Individual Licence (DEVIND)

Unless expressly stated otherwise in an Order Form, this SLA does not apply to non‑production environments or test data products, including:

  • PAYMAT, PAYWTT, PAYEAT (test environments)
  • PAYMTD (Modern Awards Test & Enablement Data Pack)
  • PAYETD (Enterprise Agreements Test & Enablement Data Pack)

2. Service Hours

  • Service Operation: Covered Services are designed for 24x7x365 operation, subject to planned maintenance and exclusions.
  • Support Hours: Standard support is provided during Business Hours in the Australian Capital Territory (ACT): 9:00am–5:30pm on Business Days.

3. Availability Commitment

3.1 Monthly Uptime Percentage

For each Covered Service, Intaxio will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.5%.

Monthly Uptime Percentage is calculated per Service as:

(Total minutes in the month – Unplanned Downtime minutes) ÷ Total minutes in the month

3.2 Measurement

  • Availability is measured at the edge of Intaxio’s platform (API and Developer Portal endpoints), based on Intaxio’s monitoring and logs.
  • Unplanned Downtime is counted only where:
    • all customers or a material subset of customers are unable to use a core function of the relevant Service; and
    • the cause is within Intaxio’s reasonable control.

3.3 Exclusions from Availability Calculations

The following are excluded from Unplanned Downtime and do not count against the Monthly Uptime Percentage:

  • Scheduled maintenance with at least 2 Business Days’ notice (or emergency maintenance where reasonably necessary for security or stability).
  • Any outage or degradation of:
    • Australian Taxation Office (ATO) or other regulator systems, including but not limited to STP/SBR/SSP gateways and online services.
    • Fair Work Commission systems or publication channels.
    • Third‑party cloud or network providers (e.g. AWS) beyond Intaxio’s reasonable control.
  • Customer or End‑User Customer systems, integrations, or networks.
  • Use of the Services in a manner not in accordance with the Documentation or the Agreement.
  • Issues caused by inaccurate, incomplete or corrupted data supplied by the Customer or End‑User Customers.
  • Non‑production environments and test data packs.
  • Force Majeure events.

4. Incident Prioritisation and Targets

Incidents are prioritised as set out in the Incident Management Framework and are summarised below. The response and target restoration times are objectives only and not guarantees.

P1 – Critical Complete system outage; data breach or major security incident; regulatory filing failure not caused by regulator outage; data corruption affecting payroll calculations; critical compliance functionality failure. Within 30 minutes (24x7) from Customer notification Commercially reasonable efforts to restore Service as soon as practicable; RCA within 48 hours of resolution
P2 – High Partial outage; severe feature malfunction; performance degradation significantly affecting productivity; integration failures impacting production. Within 2 hours during Support Hours Commercially reasonable efforts to restore within 1 Business Day
P3 – Medium Minor feature issues, non‑critical bugs, UI/UX issues, documentation errors. Within 1 Business Day In a subsequent maintenance release or mutually agreed timeframe
P4 – Low Enhancements, cosmetic issues, general enquiries. Within 3 Business Days As part of the product roadmap at Intaxio’s discretion

The full Incident Management process (including communication channels, status update cadence, RCA and post‑incident review) is described in the Incident Management Framework and incorporated into this SLA by reference.

5. Product‑Specific Behaviour

5.1 Modern Awards APIs (PAYMAA, PAYMAP and related Data Packs)

  • Designed to provide machine‑readable Modern Award configuration for Australian employers, including base rates, allowances, penalties, overtime, and roster rules.
  • Intaxio will update award rates within 10 Business Days of relevant Fair Work Commission determinations being published in final form, subject to data availability.
  • STP‑related codes and mappings will be updated within 30 days of ATO schema publication or by the mandated effective date, whichever is earlier.
  • Production Data Packs (PAYMPL, PAYMPD, Single Award Add‑Ons) are covered by this SLA to the extent they rely on the production API stack.
  • Test & Enablement Data Packs (PAYMTD) are expressly excluded from SLA and data accuracy warranties.

5.2 Enterprise Agreement APIs (PAYEAA, PAYEAP and EA Data Packs)

  • Designed to provide machine‑readable Enterprise Agreement configuration, including pay rates, allowances and rostering rules.
  • Intaxio will use reasonable efforts to reflect new and varied EBAs within 20 Business Days of the relevant EBA being publicly available and validated, subject to Customer providing required artefacts where applicable.
  • Full EA Data Packs (PAYEPD) are covered by this SLA to the extent they rely on the production API stack.
  • Test & Enablement Data Packs (PAYETD) are expressly excluded from SLA and data accuracy warranties.

5.3 STP Filing & PAYGW Calculator APIs (PAYWTH, PAYWTP, PAYSTP)

  • Provide PAYGW calculations and managed ATO STP lodgement via SSP gateway.
  • Intaxio will track and implement ATO PAYGW and STP schema updates and will update schemas and codes in line with ATO mandated dates.
  • Downtime or delays attributable to ATO or network providers are excluded from availability calculations.
  • Customer remains responsible for registration and maintenance of employer SSIDs and ATO channel onboarding obligations, as documented.

5.4 Developer Portal (DEVESL, DEVIND)

  • Provides API credential management, webhook administration, documentation and the “try‑it” console.
  • Portal availability is covered by the same 99.5% Monthly Uptime Percentage target, but portal‑only outages that do not affect underlying APIs may be treated as P2 or P3 incidents depending on impact.
  • Audit logs (e.g. credential changes, webhook updates) are retained for at least 12 months, subject to the Security Overview and DPA.

6. Service Credits

Where a production Covered Service fails to meet the Monthly Uptime Percentage for two consecutive months, the Customer may request a service credit in accordance with the following table:

< 99.5% and ≥ 99.0% 5%
< 99.0% and ≥ 98.0% 10%
< 98.0% 20%
  • Service credits are calculated against the monthly recurring fee for the impacted Service only (excluding usage, implementation, and third‑party charges).
  • Service credits are the Customer’s sole and exclusive remedy for failure to meet the availability targets in this SLA.

7. Customer Obligations & Dependencies

SLA performance is conditional on the Customer fulfilling the following obligations:

  • Integrating with the Services in accordance with the published API specifications and best‑practice guidance.
  • Maintaining secure handling of API credentials, access tokens and shared secrets.
  • Providing accurate, complete and timely data inputs, including payroll configuration, employee records and employer registration details.
  • Completing appropriate testing in non‑production environments before enabling new integrations or features in production.
  • Maintaining network connectivity and infrastructure within the Customer’s control.
  • Promptly notifying Intaxio of incidents using the agreed channels (Developer Portal, support email or on‑call phone for P1 events).

8. Data Protection & Security

Intaxio will operate the Services in accordance with the Security Overview and the DPA, including:

  • Logical segregation of Customer data in multi‑tenant environments.
  • Encryption in transit (TLS 1.2+ or higher) and at rest (e.g. AES‑256 with keys managed via AWS KMS).
  • Role‑based access control, MFA for privileged access and comprehensive audit logging.
  • Business continuity and disaster recovery controls designed to achieve RTO of 4 hours and RPO of 5 minutes for production Services.
  • Breach notification obligations aligned with the Privacy Act 1988 (Cth) and other Applicable Laws.

9. Exclusions and Limitations

This SLA does not apply to:

  • Beta, pilot or experimental features marked as such in the documentation or Order Form.
  • Any service, environment or data pack identified as “Test & Enablement Only”.
  • Custom development or consulting services, which are governed by the relevant Statement of Work.

This SLA forms part of, and is subject to, the limitations of liability and exclusions set out in the Customer API Agreement and the MSA.