- Scheduled maintenance (with 48-hour notice)
- Force majeure events
- Customer-caused issues or third-party services
- Emergency security maintenance
| Availability | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
| Priority | Description | Response |
|---|---|---|
| Critical (P1) | Service unavailable | 15 minutes |
| High (P2) | Major feature degraded | 1 hour |
| Medium (P3) | Minor feature issues | 4 hours |
| Low (P4) | General inquiries | 24 hours |