1. Availability target
The platform is designed to be available for normal business use. Formal uptime commitments should be confirmed in the customer’s subscription agreement or enterprise contract.
2. Maintenance
Planned maintenance may be carried out to improve performance, reliability or security. Where practical, customers will be notified of significant planned maintenance.
3. Support response
Support response times depend on plan level, issue severity and support hours. Critical issues affecting access or data integrity are prioritised.
4. Exclusions
Availability targets may exclude planned maintenance, customer connectivity issues, customer device problems, third-party outages, force majeure events and misuse of the service.