Article 3 — Service-Level & Technical Support Agreement (SLA)
System uptime
The Provider guarantees the stability and continuous availability of the system at no less than 99% per calendar month. Pre-notified scheduled preventive maintenance (notified at least 24 hours in advance) is excluded from downtime calculations.
Support hours, response & resolution times
The Provider pledges to deliver technical support 24 hours a day, 7 days a week (24/7). Response times are longer outside official business hours, and incidents are handled according to the following classification:
| Severity | Response time | Resolution time |
|---|---|---|
| Critical (full system outage) | 30 minutes during business hours (longer outside business hours) | 2 hours maximum from the time of reporting |
| Partial (slowdown or non-critical feature issue) | 2 hours | 24 hours |
These commitments reflect the standard SLA in service agreements; the terms signed in your order form or contract take precedence if they differ.
