Applicable commitments
A numerical uptime target, maintenance window, support response time or service credit is binding only when expressly identified in the accepted plan or service schedule. This policy supplies the general calculation and claims framework; it does not introduce an unapproved numeric guarantee.
Availability measurement
When a plan defines an uptime target, availability is assessed for the measurement period and service endpoint specified in that plan. Measurement distinguishes a service-wide inability to reach the covered endpoint from problems solely within customer-managed applications or networks.
Incident verification
We review monitoring information, service logs, maintenance records and customer evidence. Start and end times should be recorded consistently with time zone information; suspected events are not treated as confirmed outages without reasonable verification.
Maintenance and exclusions
Published and properly notified maintenance may be treated according to the approved service schedule. Customer configuration errors, unsupported software, failures of third-party networks outside our control, unlawful attacks and force majeure are assessed individually under the plan and applicable law; no exception overrides mandatory rights.
Credits and remedies
If a plan promises service credits, its schedule states eligibility, calculation, maximum value, exclusions and how to claim. A credit is not automatically a cash refund unless the contract expressly provides otherwise. Applicable statutory remedies and the 30-Day Money-Back Guarantee remain separate.
Submitting an availability claim
Use the published official contact channel and identify the service, time range, observed symptoms and any non-sensitive supporting evidence. We evaluate the claim, document the conclusion and explain any proposed remedy or reason for rejection.
Transparency and improvements
Repeated verified incidents inform corrective actions and service improvements. We do not present an internal hardening score or an illustrative dashboard as an independent uptime certification.