Service Level Agreement (SLA)

Last Updated: 17 February 2026

A Note Before We Launch

This document describes the service commitments for our paid Random Numbers as a Service offering. As our service for purchasing data is not yet live, this SLA is provided for informational purposes only and will become effective on our official launch day.

About This SLA

This Service Level Agreement (SLA) explains the level of service you can expect from Mesinja when you purchase our Data. It forms part of our Terms and Conditions.

1. Scope and Definitions

This SLA applies only to the one-off Purchase and Delivery of Data through our website, mesinja.net.

Unless defined otherwise, words in this SLA have the same meaning as in our Terms and Conditions.

1. Delivery: Occurs when we make a download link for your purchased Data available to you and we have received confirmation of your successful payment.
2. Business Day: A day that is not a Saturday, Sunday, or public holiday in Melbourne, Victoria, Australia.
3. Incident: A failure of our automated system to complete Delivery after we have received confirmation of a successful payment.
2. Our Service Commitment
• Automated Process: Our service is fully automated. While Delivery is usually close to instantaneous, high demand on our systems or those of our partners could cause short delays.
• File Availability: We will make the download link for your purchased Data available for seven (7) Business Days from the moment of Delivery. After this time, the link may expire. We encourage you to download and save your Data promptly.
3. Business Hours and Timing

Our support and operations are based in Melbourne, Australia. All timeframes mentioned in this SLA are based on the local time in Melbourne (AEST or AEDT, as applicable).

All support response times are measured in Business Days.

4. What Happens if Something Goes Wrong (Incidents)

This section describes our process for handling technical failures with our automated delivery system. It does not create rights beyond what is in our Terms and Conditions.

1. What is considered an Incident:
• An Incident occurs when our system fails to provide you with a download link after your payment has been successfully confirmed by Stripe.
2. What is NOT considered an Incident:
• You claim non-delivery, but our system logs show the download link was provided and accessed.
• Any of the issues listed in the “Exclusions” section below (e.g., your firewall blocks the download).
3. How to Report an Incident:
• To report an Incident, please contact Mesinja. Please include the email address you used for the purchase and the date of the transaction.
4. Our Resolution Process:
• Our first step will always be to try and resolve the issue by providing you with the Data you purchased. This might involve investigating our logs and, if necessary, generating a new download link for you.
• Refunds are at our discretion, as outlined in our Terms and Conditions.
5. Escalation:
• If you believe an Incident has not been resolved to your satisfaction, the dispute resolution process in our Terms and Conditions will apply.
5. How to Get Support

We are here to help if you run into an issue that qualifies as an Incident.

1. Method: Support is provided via email only.
2. Support Hours: We are available from 9:00 am to 5:00 pm, Monday to Friday (Melbourne time), excluding public holidays.
3. Response Time: We aim to provide an initial response to all enquiries within one (1) Business Day.
4. Language: All support will be provided in English.
6. What This SLA Doesn’t Cover (Exclusions)

We are responsible for our service, but we cannot be responsible for issues outside of our direct control. This SLA does not apply to any failure or delay caused amongst other things by:

1. Your systems or configuration (e.g., your firewall blocking our emails, incorrect email address provided, browser compatibility issues).
2. Your local network or internet service provider.
3. Outages or failures of our third-party providers, such as Amazon Web Services (AWS) or Stripe.
4. Any other circumstances covered by the “Force Majeure” clause in our Terms and Conditions.
7. Changes to this SLA

We may update this SLA from time to time to reflect changes in our service. The version of the SLA that was active at the time of your Purchase will apply to that Purchase.