Service Level Agreement (SLA)

1. Service Availability

Availability objectives, exclusions, and measurement methods are defined in the customer's applicable service agreement and package.

2. Scheduled Maintenance

Maintenance is planned to reduce operational impact, with notice based on its nature and the applicable service terms.

3. Support Response Times

Response targets and coverage hours vary by package and request severity. Binding values are stated in the quotation or service agreement.

4. Service Credits

Any service credits or remedies are governed by the customer's written agreement; this summary creates no additional obligation.

5. Backups

Backup frequency, retention, and recovery objectives are defined by the selected package and agreed backup policy.