Legal
Service Levels & Support Policy
Effective date: 03 February 2026
Last updated: 03 February 2026
1. Purpose
This policy describes standard support expectations and non-binding service level objectives (SLOs). Contractual SLAs with service credits apply only if explicitly agreed in a written enterprise/MSSP contract.
2. Support channels
- Primary: in-console ticketing
- Email: [email protected]
- Security: [email protected]
3. Response targets (guidance, not guaranteed)
Response Time Targets
Critical
Service unavailable, security incident, widespread outage
High
Major function impaired
Normal
Standard issues
4. Availability objectives (SLOs)
Netallion targets:
- Consoles + API availability suitable for commercial SaaS operation.
- Engine execution is "best effort" and depends on target availability, customer controls (WAF/rate limits), and external dependencies.
5. Maintenance
Scheduled maintenance may occur with reasonable notice. Emergency maintenance may occur without notice to address security risk.
Related policies: