Last Updated: 28-05-2026
1. Purpose
This policy describes general support and availability expectations. Enterprise clients may sign a separate SLA with specific commitments.
2. Support Channels
Support may be provided by email, phone, WhatsApp, tickets or remote access depending on the service plan.
3. Response Priorities
Critical outages receive priority. Requests related to training, content changes, new features or consulting may be scheduled separately.
4. Availability
We aim to provide reliable services, but scheduled maintenance, client-side issues, third-party outages, cyberattacks and force majeure events are excluded unless otherwise agreed.
5. Maintenance
Planned maintenance may be performed to improve security, performance and stability. Emergency maintenance may occur without prior notice.
6. Backups
Backup frequency depends on the selected plan. Clients should maintain independent backups for critical data.
7. Client Responsibilities
Clients must keep credentials secure, provide timely approvals, avoid unauthorized modifications and report issues with sufficient details.
8. Separate SLA
Any guaranteed uptime, response time, service credits or penalties must be stated in a separate signed SLA or service agreement.