Draft template
Support & Availability Policy
Proposed service-support channels, response targets, maintenance, and availability terms.
DRAFT TEMPLATE — NOT LEGAL ADVICE. This document has not been approved by an attorney. It must be reviewed, completed, and approved by qualified counsel before CatOps or any Client signs it or relies on it.
Bracketed fields require a business decision or verified fact. Do not remove this notice or present this document as final until counsel has approved it and CatOps has verified every operational and security statement.
Support Channels and Hours
Support channel: [support email/portal]. Standard support hours: [days, hours, and time zone], excluding published holidays. Authorized Client contacts may submit incidents and should include the affected workspace, time, users, steps, screenshots, and operational impact without including passwords or unnecessary sensitive information.
Proposed Priorities and Initial Responses
- Priority 1 — service unavailable or critical security/tenant-isolation concern with no workaround: target response [1 hour during support hours / final target].
- Priority 2 — major subscribed workflow materially impaired: target response [4 business hours / final target].
- Priority 3 — limited defect with a workaround: target response [1 business day / final target].
- Priority 4 — question, configuration request, or enhancement: target response [2 business days / final target].
Availability Objective
Proposed monthly production availability objective: [99.5% or other approved target]. Availability measurement, credits, exclusions, and the sole remedy for failure must be finalized before becoming contractual. No service-level credit is offered by this draft.
Maintenance and Exclusions
CatOps will provide reasonable notice of planned maintenance expected to cause material interruption. Availability calculations should exclude announced maintenance, Client systems or internet failures, third-party services outside CatOps’ reasonable control, misuse, unsupported configurations, force majeure, emergency security work, and suspension authorized by the Client agreement.
Client Cooperation
Resolution targets depend on timely access to accurate diagnostic information and an authorized Client contact. CatOps may reclassify an incident based on demonstrated impact. Enhancement requests are evaluated separately and have no guaranteed delivery date unless stated in a signed SOW.