GOLDNTHREAD SAAS AGREEMENT
HOW THIS AGREEMENT IS FORMED
This Agreement is formed when you click “I agree”, create an Account, or first access or use the Platform, whichever happens first. If you are agreeing on behalf of an organisation, you warrant that you have authority to bind that organisation, and “you” and “Customer” mean that organisation.
If you do not agree, do not create an Account and do not use the Platform.
1. PARTIES AND DEFINITIONS
1.1 Provider
Josiah Murray, sole trader, of 1/18 Killarney Street, Takapuna, Auckland 0622, New Zealand, trading as GoldnThread (GoldnThread, we, us, our).
1.2 Definitions
Account means the Customer’s account on the Platform.
Agreement means these terms, together with the Schedules, the Privacy Policy, and any Order Form or plan selection made through the Platform.
Authorised User means an individual the Customer permits to access the Platform under the Customer’s Account, including employees, contractors, property managers, inspectors and accredited practitioners.
Compliance Artefact means any record, certificate, statement, inspection result, defect log, signature, photograph or document created, stored, signed or generated in the Platform, including Building Warrants of Fitness, Annual Fire Safety Statements, Essential Safety Measures Reports and equivalent instruments.
Confidential Information has the meaning in clause 13.
Customer Data means all data, content and Compliance Artefacts uploaded to, created in, or generated by the Platform by or for the Customer or its Authorised Users, including Personal Information contained in that data.
Personal Information means information about an identifiable individual, and has the meaning given in the Privacy Act 2020 (NZ) and, where the Australian Privacy Act applies, the meaning of “personal information” in the Privacy Act 1988 (Cth).
Platform means the GoldnThread software as a service compliance platform made available at goldnthread.com and any associated applications, APIs and mobile applications.
Privacy Laws means the Privacy Act 2020 (NZ), the Privacy Act 1988 (Cth) including the Australian Privacy Principles and the Notifiable Data Breaches scheme, and any other data protection law that applies to a party in respect of Customer Data.
Subscription Fees means the fees payable for the plan the Customer selects.
Subscription Term means the initial term and each renewal term described in clause 9.
2. THE PLATFORM AND WHAT IT DOES NOT DO
2.1 Grant of right to use
Subject to this Agreement and payment of the Subscription Fees, GoldnThread grants the Customer a non exclusive, non transferable, non sublicensable right for the Subscription Term to access and use the Platform for the Customer’s internal business purposes of recording, tracking and managing building compliance information.
2.2 What the Platform is
The Platform is a record keeping, workflow and audit trail system. It stores and organises information that the Customer and its Authorised Users enter or upload.
2.3 What the Platform is not
This clause is central to the commercial risk allocation and the Customer’s attention is specifically drawn to it.
(a) GoldnThread is not a building surveyor, engineer, independent qualified person, accredited practitioner, certifier, fire safety practitioner or legal adviser, and provides no professional or technical advice of any kind.
(b) The Platform does not perform inspections, does not verify the accuracy or truth of anything entered into it, and does not certify compliance with the Building Act 2004 (NZ), the Environmental Planning and Assessment Regulation (NSW), the Building Regulations (Vic), or any other building, fire or safety legislation.
(c) The Customer remains solely and legally responsible for its own statutory compliance obligations, including obtaining, renewing, displaying and lodging Building Warrants of Fitness, Annual Fire Safety Statements, Essential Safety Measures Reports and all equivalent instruments, and for the accuracy of everything submitted to any council, regulator or authority.
(d) Reminders, alerts, dashboards, statuses and expiry notifications are conveniences only. They are not a compliance guarantee. The Customer must not rely on them as its sole control for meeting a statutory deadline, and the Customer agrees to maintain an independent means of tracking its statutory obligations.
(e) A record shown in the Platform as “compliant”, “current” or equivalent reflects only the data entered into the Platform. It is not a representation by GoldnThread that the building, system or Customer is in fact compliant.
2.4 Restrictions
The Customer must not, and must not permit any person to:
(a) resell, rent, sublicense or provide the Platform as a service bureau to any third party, except that the Customer may permit its own contractors and inspectors to access the Platform as Authorised Users in connection with the Customer’s buildings;
(b) reverse engineer, decompile or attempt to derive the source code of the Platform, except to the extent permitted by section 80A of the Copyright Act 1994 (NZ) or an equivalent non excludable law;
(c) use the Platform to store or transmit malicious code, or to infringe any person’s rights;
(d) circumvent or test the security of the Platform without GoldnThread’s prior written consent, other than through a responsible disclosure process GoldnThread publishes;
(e) use automated means to scrape or bulk extract data other than through GoldnThread’s documented API; or
(f) misrepresent the Platform’s output as a certification, approval or professional opinion issued by GoldnThread.
3. ACCOUNTS, AUTHORISED USERS AND ACCESS
3.1 Account security
The Customer is responsible for all activity under its Account. The Customer must require every Authorised User to use a unique login and multi factor authentication where the Platform offers it, must not share credentials, and must notify GoldnThread promptly at security@goldnthread.com if it suspects any unauthorised access.
3.2 Authorised Users
The Customer is responsible for the acts and omissions of its Authorised Users as if they were the Customer’s own, and must ensure each Authorised User complies with this Agreement.
3.3 Third party inspectors and practitioners
Where the Customer invites an independent inspector, practitioner or contractor into the Platform:
(a) the Customer authorises GoldnThread to grant that person access to the parts of the Customer’s Account the Customer designates;
(b) the Customer is responsible for verifying that person’s identity, accreditation, licensing and authority to sign; and
(c) GoldnThread does not verify the credentials, accreditation status or authority of any Authorised User, and gives no warranty about them.
3.4 Access removal
The Customer must remove access promptly when an Authorised User leaves or their role changes. GoldnThread may suspend an individual Authorised User’s access where GoldnThread reasonably believes that user is causing a security risk, and will notify the Customer as soon as reasonably practicable.
4. ELECTRONIC SIGNATURES AND EVIDENTIAL RECORDS
4.1 Consent to electronic form
Each party consents to information being given, records being kept, and signatures being provided in electronic form under Part 4 of the Contract and Commercial Law Act 2017 (NZ) and, where applicable, the Electronic Transactions Act 1999 (Cth) and its state equivalents.
4.2 Signature integrity
The Platform records the identity asserted by the signing user, the time of signing, and a tamper evident hash of the signed record. The Customer acknowledges that:
(a) GoldnThread’s role is limited to capturing and preserving that record;
(b) whether an electronic signature satisfies a particular statutory or contractual signing requirement is a matter for the Customer and its advisers; and
(c) the Customer must satisfy itself that the signatory had authority to sign.
4.3 Audit trail
GoldnThread will maintain an immutable audit trail of material actions taken in the Platform for the Subscription Term and for the retention period in clause 10.3. The Customer may export the audit trail at any time during the Subscription Term.
5. CUSTOMER DATA
5.1 Ownership
As between the parties, the Customer owns all right, title and interest in Customer Data. Nothing in this Agreement transfers ownership of Customer Data to GoldnThread.
5.2 Licence to GoldnThread
The Customer grants GoldnThread a non exclusive, royalty free licence to host, copy, transmit, display, back up and process Customer Data solely to the extent necessary to provide, secure, support and improve the Platform for the Customer, and to comply with law.
5.3 Customer warranties
The Customer warrants that:
(a) it has the right to upload and make available all Customer Data;
(b) it has provided all notices and, where required, obtained all authorisations necessary under Privacy Laws for GoldnThread to process the Personal Information contained in Customer Data as contemplated by this Agreement, including any notice required under IPP 3A of the Privacy Act 2020 (NZ) where the Customer obtains Personal Information about an individual from a source other than that individual; and
(c) Customer Data will not infringe any third party right or breach any law.
5.4 Accuracy
GoldnThread does not check, validate or correct Customer Data. The Customer is responsible for the accuracy, completeness and currency of Customer Data.
5.5 Aggregated data
GoldnThread may create and use aggregated and de identified statistical data derived from use of the Platform for the purposes of operating, benchmarking, securing and improving the Platform, and for producing industry level insights. GoldnThread must ensure such data does not identify the Customer, any individual, or any specific building, and must not disclose Customer Data itself in identifiable form.
6. PRIVACY AND DATA PROTECTION
6.1 Roles
In respect of Personal Information contained in Customer Data, GoldnThread acts on the Customer’s instructions and holds that information as the Customer’s agent for the purposes of section 11 of the Privacy Act 2020 (NZ). GoldnThread does not use or disclose that Personal Information for its own purposes except as permitted by this Agreement or required by law.
In respect of Personal Information about the Customer’s own account contacts, billing contacts and website visitors, GoldnThread acts on its own account and its Privacy Policy applies.
6.2 GoldnThread obligations
GoldnThread will:
(a) process Personal Information in Customer Data only to provide the Platform, to comply with this Agreement, or as required by law;
(b) maintain the security measures described in Schedule 1;
(c) ensure personnel with access are bound by confidentiality obligations and have received privacy and security awareness training;
(d) assist the Customer, at the Customer’s reasonable request and cost for non trivial requests, to respond to requests from individuals to access or correct their Personal Information, and to complaints or enquiries from the Office of the Privacy Commissioner (NZ) or the Office of the Australian Information Commissioner; and
(e) comply with the breach process in clause 7.
6.3 Location of data and cross border
Customer Data is hosted in Sydney, Australia. The application and database are hosted with Fly.io in its Sydney region. Backups, and the photographs and scans uploaded from the field, are stored in Amazon Web Services region ap-southeast-2 (Sydney). Sub processors are listed in Schedule 2.
For New Zealand Customers, the Customer acknowledges and authorises this offshore hosting arrangement. GoldnThread’s overseas providers hold Customer Data as GoldnThread’s agents for storage and processing and are contractually prohibited from using or disclosing it for their own purposes. Where information principle 12 of the Privacy Act 2020 applies to any disclosure, GoldnThread will ensure the recipient is required to protect the information with safeguards comparable to those in the Privacy Act 2020.
6.4 Sub processors
GoldnThread may engage sub processors. GoldnThread will maintain the current list at goldnthread.com/subprocessors and will give the Customer at least 30 days notice before adding a new sub processor that processes Customer Data. If the Customer reasonably objects on genuine data protection grounds within that period, the parties will discuss in good faith, and if no resolution is reached the Customer may terminate the affected subscription without penalty and receive a pro rata refund of prepaid fees.
6.5 Government access requests
If GoldnThread receives a binding legal order requiring disclosure of Customer Data, GoldnThread will, unless legally prohibited, notify the Customer before disclosing, disclose only the minimum required, and seek to redirect the requester to the Customer.
7. SECURITY INCIDENTS AND BREACH NOTIFICATION
7.1 Notification to Customer
GoldnThread will notify the Customer without undue delay, and in any event within 48 hours, of becoming aware of a security incident that has resulted in, or that GoldnThread reasonably believes is likely to result in, unauthorised access to, disclosure of, alteration of or loss of Customer Data.
7.2 Content of notification
The notification will include, to the extent known, the nature of the incident, the categories and approximate volume of Customer Data affected, the likely consequences, the steps taken and proposed, and a contact point. GoldnThread will provide updates as the investigation progresses.
7.3 Regulatory assessment and notification
The parties acknowledge:
(a) New Zealand. Where a privacy breach has caused or is likely to cause serious harm, the agency concerned must notify the Privacy Commissioner as soon as practicable after becoming aware of the breach, and must notify affected individuals, under sections 112 to 117 of the Privacy Act 2020. The Office of the Privacy Commissioner expects notification within 72 hours. Failure to notify the Commissioner is an offence under section 118.
(b) Australia. Where there are reasonable grounds to suspect an eligible data breach, the entity must take all reasonable steps to complete an assessment within 30 calendar days under section 26WH(2) of the Privacy Act 1988 (Cth), and where there are reasonable grounds to believe an eligible data breach has occurred must prepare and give a statement to the Commissioner and notify individuals as soon as practicable under sections 26WK and 26WL.
7.4 Who notifies
The Customer is responsible for deciding whether a notifiable privacy breach or eligible data breach has occurred in respect of Personal Information for which the Customer is the responsible agency or entity, and for making any notification to a regulator or to affected individuals. GoldnThread will not notify the Customer’s individuals or regulators on the Customer’s behalf without the Customer’s prior written consent, unless GoldnThread is independently required by law to do so, in which case it will consult the Customer first where lawful and practicable.
7.5 Cooperation
Each party will provide the other with reasonable assistance and information necessary to meet the obligations in clause 7.3, and will not make any public statement identifying the other party in connection with an incident without that party’s prior written consent, unless required by law.
8. FEES, TAX AND PAYMENT
8.1 Fees
The Customer must pay the Subscription Fees for the plan it selects, in advance, by the payment method it provides. Fees are stated on the Platform at the time of purchase.
8.2 Tax
Fees are exclusive of GST unless stated otherwise. GoldnThread will add New Zealand GST where applicable, and Australian GST where applicable, and will issue a compliant tax invoice.
8.3 Price changes
GoldnThread may change the Subscription Fees for a renewal term by giving the Customer at least 60 days written notice before the renewal date. If the Customer does not accept the change, the Customer may elect not to renew by notifying GoldnThread before the renewal date, and the change will not apply to the current Subscription Term.
8.4 Overdue amounts
If an amount is overdue by more than 14 days, GoldnThread may, after giving at least 7 days written notice, suspend access to the Platform until payment is made. GoldnThread will maintain Customer Data during suspension and will restore access promptly on payment. Interest may be charged on overdue amounts at 1.5% per month.
8.5 Read only access during suspension
Where suspension is for non payment only, GoldnThread will, on request, provide the Customer with a read only export of Customer Data so the Customer is not prevented from meeting a statutory compliance deadline.
9. TERM, RENEWAL AND TERMINATION
9.1 Term
The Subscription Term begins on the date the Customer’s plan starts and continues for the period selected. It renews automatically for successive periods of the same length unless either party gives notice of non renewal before the end of the then current term.
9.2 Renewal reminder
GoldnThread will give the Customer written notice at least 30 days before each automatic renewal, stating the renewal date, the renewal fee, and how to cancel.
9.3 Termination for convenience by Customer
The Customer may cancel its subscription at any time with effect from the end of the then current Subscription Term. Prepaid fees for the current term are not refundable except as required by law or as expressly provided in this Agreement.
9.4 Termination for cause
Either party may terminate immediately by written notice if the other party:
(a) commits a material breach that is not remedied within 20 business days of written notice; or
(b) becomes insolvent, has a liquidator, receiver or administrator appointed, or ceases to carry on business.
9.5 Termination by GoldnThread for convenience
GoldnThread may terminate a subscription for convenience by giving at least 90 days written notice, and will refund a pro rata portion of prepaid fees for the unused period.
9.6 Survival
Clauses 5.1, 6, 7, 10, 11, 12, 13, 14 and 17 survive termination.
10. DATA EXPORT, RETENTION AND DELETION
10.1 Export during the term
The Customer may export Customer Data at any time during the Subscription Term in a machine readable format through the Platform’s export function.
10.2 Export on termination
For 60 days after termination or expiry, GoldnThread will maintain the Customer’s ability to export Customer Data. GoldnThread may charge a reasonable fee for assisted extraction beyond the standard export function.
10.3 Deletion
After the period in clause 10.2, GoldnThread will delete Customer Data from active systems within 30 days, and from backups within a further 90 days, except where retention is required by law. GoldnThread will certify deletion in writing on request.
10.4 Customer record keeping obligations
The Customer acknowledges that it may have independent statutory obligations to retain building compliance records, including under the Building Act 2004 (NZ), the Public Records Act 2005 (NZ) if it is a public office or local authority, and applicable Australian state records and building legislation. The Customer is responsible for exporting and retaining its own records, and GoldnThread is not the Customer’s record keeping system of legal record for that purpose after termination.
11. AVAILABILITY AND SUPPORT
11.1 Target availability
GoldnThread will use reasonable endeavours to make the Platform available 99.5% of the time each calendar month, excluding scheduled maintenance notified at least 48 hours in advance, emergency maintenance, and events outside GoldnThread’s reasonable control.
11.2 Support
GoldnThread will provide support by email at support@goldnthread.com during New Zealand business hours, and will use reasonable endeavours to respond in accordance with Schedule 3.
11.3 Modifications
GoldnThread may modify the Platform from time to time. GoldnThread will not materially reduce the core functionality the Customer is paying for during a Subscription Term without giving at least 60 days notice, and if such a change materially and adversely affects the Customer, the Customer may terminate and receive a pro rata refund of prepaid fees.
12. WARRANTIES, DISCLAIMERS AND LIABILITY
12.1 Mutual warranties
Each party warrants that it has the power and authority to enter into this Agreement.
12.2 GoldnThread warranty
GoldnThread warrants that it will provide the Platform with reasonable care and skill, and in accordance with the security measures in Schedule 1.
12.3 Disclaimer
Except as expressly set out in this Agreement and to the maximum extent permitted by law, the Platform is provided on an “as is” basis and GoldnThread excludes all other warranties, including that the Platform will be uninterrupted or error free, or that it will identify every compliance obligation or expiry applicable to the Customer.
12.4 Business use and non excludable laws
(a) New Zealand. The Customer acknowledges it acquires the Platform for the purposes of a business, and the parties agree that the Consumer Guarantees Act 1993 does not apply, to the extent permitted by section 43 of that Act. The parties agree that sections 9, 12A, 13 and 14(1) of the Fair Trading Act 1986 do not apply, to the extent permitted by section 5D of that Act, and each party acknowledges this is fair and reasonable.
(b) Australia. Nothing in this Agreement excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded. Where GoldnThread is permitted to limit liability for a failure to comply with a consumer guarantee, its liability is limited, at its option, to resupplying the services or paying the cost of resupply.
12.5 Excluded loss
Neither party is liable to the other for any loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity, or any indirect or consequential loss, however arising.
12.6 Liability cap
Subject to clauses 12.4 and 12.7, each party’s total aggregate liability under or in connection with this Agreement in any 12 month period is limited to the greater of:
(a) the Subscription Fees paid or payable by the Customer in the 12 months immediately before the first event giving rise to liability; and
(b) NZ$5,000.
12.7 Exceptions to the cap
The cap in clause 12.6 does not apply to:
(a) the Customer’s obligation to pay the Subscription Fees;
(b) either party’s breach of clause 13 (Confidentiality);
(c) either party’s wilful misconduct or fraud; or
(d) a party’s liability under the indemnities in clause 12.8, to the extent of NZ$15,000 in aggregate.
12.8 Indemnities
(a) GoldnThread indemnifies the Customer against third party claims that the Platform infringes that third party’s intellectual property rights, provided the Customer notifies GoldnThread promptly, allows GoldnThread to control the defence, and provides reasonable assistance.
(b) The Customer indemnifies GoldnThread against third party claims arising from Customer Data, from the Customer’s breach of clause 5.3, or from the Customer’s own failure to meet a statutory building compliance obligation.
13. CONFIDENTIALITY
13.1 Obligation
Each party must keep the other party’s Confidential Information confidential, use it only for the purposes of this Agreement, and disclose it only to personnel and advisers who need to know and who are bound by equivalent obligations.
13.2 Confidential Information
Confidential Information means information disclosed by or on behalf of a party that is marked confidential or would reasonably be understood to be confidential, including Customer Data, defect and inspection records, building security information, pricing, and the Platform’s non public features and security architecture.
13.3 Exceptions
The obligation does not apply to information that is public other than through breach of this Agreement, was already lawfully known to the recipient, is independently developed, or is required to be disclosed by law or a regulator, provided the recipient gives prior notice where lawful.
13.4 Building security information
Each party acknowledges that Compliance Artefacts may reveal the location, condition and failure modes of fire, egress and life safety systems in occupied buildings, and that unauthorised disclosure could create a physical safety risk. Each party must treat such information with a correspondingly high standard of care.
14. INTELLECTUAL PROPERTY
14.1 GoldnThread IP
GoldnThread owns all intellectual property rights in the Platform, its software, documentation, templates, workflows and branding. No rights are granted except as expressly stated.
14.2 Feedback
If the Customer provides suggestions or feedback, GoldnThread may use them without restriction and without obligation, provided it does not identify the Customer or disclose Customer Data.
15. FORCE MAJEURE
Neither party is liable for failure to perform, other than an obligation to pay money, to the extent caused by an event beyond its reasonable control, provided it notifies the other party and uses reasonable endeavours to mitigate. If the event continues for more than 60 days, either party may terminate on notice.
16. CHANGES TO THIS AGREEMENT
16.1 Notice of changes
GoldnThread may amend this Agreement from time to time. GoldnThread will give the Customer at least 30 days notice of any material change by email to the Account’s registered contact and by notice in the Platform.
16.2 Customer’s right to reject
If a material change is not acceptable to the Customer, the Customer may terminate its subscription without penalty by notice given before the change takes effect, and will receive a pro rata refund of prepaid fees. Continued use of the Platform after the change takes effect constitutes acceptance.
16.3 Non material changes
Changes that are required by law, or that do not materially and adversely affect the Customer, take effect on posting.
17. GENERAL
17.1 Assignment
Neither party may assign this Agreement without the other’s prior written consent, not to be unreasonably withheld, except that either party may assign to an affiliate or to a purchaser of substantially all of its business or assets, on notice.
17.2 Notices
Notices to GoldnThread must be sent to legal@goldnthread.com. Notices to the Customer will be sent to the email address registered on the Account. Notices are deemed received on the next business day after sending.
17.3 Entire agreement
This Agreement is the entire agreement between the parties about its subject matter and supersedes all prior discussions.
17.4 Severability
If any provision is held unenforceable, it is severed and the rest of the Agreement continues.
17.5 No waiver
A failure to enforce a provision is not a waiver of it.
17.6 Relationship
The parties are independent contractors. Nothing creates a partnership, joint venture, employment or agency relationship, except the limited agency in clause 6.1 for privacy purposes.
17.7 Dispute resolution
Before commencing proceedings, other than for urgent interlocutory relief, a party must give written notice of the dispute and the parties must have senior representatives meet, in person or by video, within 15 business days to attempt resolution in good faith. If unresolved after a further 20 business days, either party may refer the dispute to mediation administered by the New Zealand Dispute Resolution Centre before commencing proceedings.
17.8 Governing law and jurisdiction
This Agreement is governed by the laws of New Zealand and the parties submit to the non exclusive jurisdiction of the New Zealand courts.
Nothing in this clause prevents an Australian Customer from exercising any non excludable right to bring proceedings in Australia under the Australian Consumer Law, or a regulator from exercising its statutory powers.
SCHEDULE 1: SECURITY MEASURES
GoldnThread maintains the following measures. These reflect controls actually in place as at the date of this Agreement.
Hosting and data residency
- Application and database hosted with Fly.io, Sydney region
- Backups stored in Amazon Web Services region ap-southeast-2 (Sydney)
- No production Customer Data is stored outside Australia
Encryption
- All data in transit encrypted using TLS 1.2 or higher
- All data at rest encrypted, including database volumes and backups
Access control
- Multi factor authentication enforced on all administrative and cloud infrastructure accounts
- Role based access control within the Platform
- Access to production systems limited to personnel with an operational need, reviewed at least quarterly
- Access revoked within one business day of a person leaving or changing role
Personnel
- Confidentiality obligations in all employment and contractor agreements
- Privacy and security awareness training on induction and at least annually
- Background checks where lawful and appropriate to the role
Operations
- Automated encrypted backups with defined retention
- Restore testing performed at least annually
- Logging and audit trail of material system and administrative actions
- Vulnerability patching of supported dependencies on a documented cadence
- Documented incident response process
Change management
- Code review before production deployment
- Separation of production and non production environments
- No production Customer Data used in test environments without de identification
Gap note for Jos, not for the customer facing version: items in square brackets are not yet verified as operating. Anything in this Schedule becomes a contractual warranty under clause 12.2. Delete anything you cannot evidence today. Adding controls later is easy; being in breach of a warranty from day one is not. You are not ISO 27001 or SOC 2 certified, so this Schedule must not say or imply that you are.
SCHEDULE 2: SUB PROCESSORS
| Sub processor | Purpose | Location of processing |
|---|---|---|
| Fly.io | Application and database hosting | Sydney, Australia |
| Amazon Web Services | Backup storage, and photographs and scans uploaded from the field (S3, ap-southeast-2) | Sydney, Australia |
| Resend | Transactional email: invitations, password resets and notifications. Names and email addresses only | United States |
| Google Workspace | Business email and document storage | United States and other Google regions |
The current list is maintained at goldnthread.com/subprocessors.
Note: Fly.io and Amazon Web Services are United States headquartered. Data is stored in Australia, but their corporate parents are subject to United States law, including the CLOUD Act. Some government and enterprise customers will ask about this. Have an answer ready before they ask.
No payment processor is listed because GoldnThread does not yet take payment through the platform. One is added here, with the 30 days notice required by clause 6.4, before any card is charged.
SCHEDULE 3: SUPPORT
| Severity | Definition | Target first response |
|---|---|---|
| 1 Critical | Platform unavailable to all users, or Customer Data at risk | 2 business hours |
| 2 High | Core function unavailable, no workaround | 1 business day |
| 3 Medium | Function impaired, workaround available | 2 business days |
| 4 Low | Question, cosmetic issue, feature request | 5 business days |
Business hours are 9:00am to 5:00pm New Zealand time, Monday to Friday, excluding New Zealand public holidays.
END OF AGREEMENT
Reviewed by qualified legal counsel. Section references and commencement dates verified against primary and professional sources as at 23 August 2026.