Our Normal Operating Procedures serves to describe what you can expect when using one of our commercially available software solutions. We may update this page from time to time. We will notify you of any changes by uploading an updated version to the Website.

Cyber Resilience

Being a cybersecurity software solution provider, it is critical to us that we maintain a high level of security to ensure we are protecting our customers. We use our own platform to manage and govern our cybersecurity capabilities, including visibility of our supply chain third party risks. We deploy and maintain other policies, processes, and technologies to ensure a holistic approach, and conduct regular internal and externally independent threat and risk assessments, audits, and penetration tests. More information on how we secure ourselves is readily available to our customers.

Communications

The Avertro team is available to be contacted via our published email addresses. Response times depend on when your communication was received. We endeavour to respond to relevant general enquiries within 48 hours, and customer support enquiries within 24 hours. Support requests should be made by emailing support@avertro.com.

Support Hours

Production support for our customers is available between the hours of 9am and 5pm, Monday to Friday except on public holidays. Support hours and public holidays are based on Australian Eastern Standard Time.

System Availability

Avertro production environment SLA targets are set to 99% measured over the period of one calendar year. Any system maintenance will be performed outside of our prescribed Support Hours.

Security Incident Reporting

Any security incidents and/or vulnerabilities involving customer data will be reported to the affected customers and the relevant authorities notified (if required) within 24 hours of detection by our security operations team.

Avertro Software Licenses

Use of Avertro software is bound by our SaaS Terms of Use, which includes our licensing restrictions. The SaaS Terms of Use will be provided for review as part of the procurement process for the customer in question.