Service-Level Policy
Our uptime commitment, maintenance practices and support response targets.
This draft is a starting point written for review. It is not legal advice and must be reviewed and approved by a qualified lawyer before launch.
Uptime commitment
We target 99.9% monthly network and server availability, excluding scheduled maintenance and factors outside our control.
Scheduled maintenance
Planned maintenance is announced in advance on the Support page and, where it affects service, by email.
Support response targets
Response targets vary by plan: Standard, Priority and Premium. Exact target times are published by the administrator once staffing is confirmed. Systems are monitored 24/7; human support hours are stated on the Support page.
Remedies
Where an availability target is missed, customers may request a service credit. Credit calculation is to be confirmed by legal and business review.