SLA and support policy

1. Support channels
Support is provided through the client area, email or other channels configured by the company. Emergency channels, if any, must be listed here.

2. Response targets
Define your real response targets before launch. Example categories: critical service outage, degraded service, standard support request, billing request.

3. Availability
Hosting availability targets, maintenance windows and exclusions must be defined per product. Planned maintenance, force majeure, client-caused issues, third-party provider failures and abuse mitigation may be excluded from SLA calculations.

4. Backups
Backup frequency, retention, restore fees and client responsibilities must be listed per hosting product. Unless explicitly guaranteed, backups are a best-effort operational measure and the client should maintain independent backups.

5. Service credits
If service credits are offered, define calculation method, maximum credit, claim deadline and exclusions. If no credits are offered, state that clearly before launch.

6. Suspension
Services may be suspended for non-payment, abuse, security risk, legal requests or breach of terms.