1. Purpose and Overview

This Agreement outlines the terms under which Journee will provide ongoing monday.com support, guidance, and optimisation services to the Client through the Pathfinder Plan – Monday Mentor.
The purpose of this arrangement is to ensure the Client’s monday.com environment continues to evolve and align with best practices, supporting long-term success.

2. Scope of Services

The Provider will supply services consistent with the package selected by the Client (Starter, Growth, or Pro).
Subject to selected package, services may include:

  • Ongoing strategy and review sessions.

  • Workflow and automation improvements.

  • Feature updates and guidance.

  • On-demand Q&A and support.

  • Light training or onboarding for new team members.

  • Participation in internal planning or strategy meetings.

  • Dashboard and reporting updates.

Hours included per plan:

  • Starter: 2 hours/month

  • Growth: 4 hours/month

  • Pro: 8 hours/month

Support hours may be used flexibly as outlined in the proposal.

3. Service Levels and Response Times

Journee aims to respond to Client communications promptly during standard business hours (Monday–Friday, excluding public holidays).
While no guaranteed response times are specified, all reasonable efforts will be made to provide timely and effective support.

4. Client Responsibilities

The Client agrees to:

  • Provide necessary access to monday.com and related tools.

  • Communicate requests and approvals via the shared Mentor Board or agreed channels.

  • Ensure any third-party integrations or applications are properly licensed and functioning.

  • Use the service hours reasonably and within the agreed scope.

5. Service Exclusions

The following are not included under this Agreement:

  • Fixes or recovery for issues caused by third-party platforms, including monday.com outages or performance issues.

  • Custom software development outside of monday.com’s native functionality.

  • Data loss, corruption, or downtime resulting from monday.com service interruptions or updates.

  • Support for systems not directly integrated or managed within monday.com unless explicitly agreed in writing.

6. Fees and Payment Terms

  • The Pathfinder Plan operates on a monthly subscription basis, payable by automated debit.

  • Payment is due at monthly from the agreements start date.

  • Subscription levels (hours per month) may be upgraded, downgraded, paused, or cancelled at any time with 14 days’ written notice.

  • Any unused hours do not roll over to subsequent months.

7. Term, Renewal, and Cancellation

  • This Agreement operates on a month-to-month basis, commencing on the Client’s initial payment date.

  • Either party may cancel or pause the service with 14 days’ written notice.

  • Journee reserves the right to adjust pricing or terms with 30 days’ notice.

8. Confidentiality and Data Security

Journee agrees to maintain the confidentiality of all Client information, data, and materials accessed during the engagement.
All information will be used solely for the purpose of delivering the services under this Agreement.

9. Limitation of Liability

  • To the maximum extent permitted by law, Journee shall not be liable for any indirect, incidental, special, or consequential loss or damage, including but not limited to loss of profit, revenue, data, or business opportunity, arising out of or in connection with this Agreement or the services provided.

  • Journee’s total aggregate liability for any claim or series of related claims arising from this Agreement, whether in contract, tort (including negligence), or otherwise, shall be limited to the total fees paid by the Client for the services giving rise to the claim.

  • Journee is not responsible for any loss, delay, or damage resulting from the performance, downtime, outages, feature changes, or service interruptions of monday.com or any third-party platforms or integrations.

  • Nothing in this Agreement excludes or limits any liability that cannot lawfully be excluded under Australian Consumer Law.

10. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of Queensland, Australia.
Any disputes arising from this Agreement shall be subject to the exclusive jurisdiction of the courts of Queensland.

11. Acceptance

By proceeding with the Pathfinder Plan subscription, the Client acknowledges and accepts the terms of this Service Level Agreement.