Service levels are contractual
The public website does not create a service-level commitment. Availability, support coverage, priority definitions, response targets, resolution objectives, maintenance windows, exclusions, escalation, reporting, and credits apply only when written into the customer’s signed agreement.
Typical agreement topics
A service-level schedule may define covered systems, support hours, contact channels, incident priorities, customer responsibilities, access requirements, third-party dependencies, planned maintenance, measurement method, and the remedy for a missed target.
No implied 24/7 coverage
Urgent or out-of-hours work is available only when specifically agreed. A message sent to a public email address or live chat does not create an emergency response commitment.
Customer responsibilities
The customer may need to maintain valid licences, backups, vendor accounts, access, accurate contacts, and timely approvals. Targets can be paused when required information, access, or third-party action is unavailable.
Request a service schedule
To discuss coverage appropriate for your environment, contact [email protected]. Last updated: 2026-07-30.