1. Availability commitment
No public SLA applies unless an Enterprise order expressly incorporates one. The signed SLA states the covered production service, monthly availability target, exclusions, maintenance, measurement method and sole service-credit remedy.
2. Support and exclusions
The order defines severity levels, support channels and response targets. Typical exclusions include customer or third-party systems, internet failures outside our control, unauthorized configurations, preview services, agreed maintenance and force-majeure events.
3. Claims
Eligible customers must submit claims with supporting timestamps within the period in their SLA. Credits do not apply automatically and do not expand liability beyond the signed agreement.