Enterprise · SLA
SLA & Availability
SLA terms should be defined per enterprise contract. The platform currently provides infrastructure readiness and operational workflow direction.
Platform availability
Availability commitments should be contract-specific once production hosting and monitoring are finalised.
Incident handling
Operational incidents should be tracked, escalated and communicated through enterprise workflows.
Support levels
Support response times should depend on subscription tier and enterprise agreement.
Exclusions
Carrier delays, customs decisions, force majeure and third-party outages may sit outside platform SLA.