Support and service commitments.

Availability target

The production service target is 99.9% monthly availability, excluding agreed maintenance, customer-controlled systems, force majeure and third-party failures outside reasonable control.

Support

Support severity, response targets and service hours are confirmed in the customer order or MSA. Critical security or total-service incidents receive priority handling.

Maintenance and incidents

Planned maintenance is communicated where it may materially affect use. Material incidents are investigated, communicated and followed by corrective action where appropriate.

Backups

Production databases and customer files must be backed up automatically and restoration procedures tested regularly. Contract-specific retention and recovery objectives take precedence.