Important: This document forms part of the Inventro legal framework. Customers should retain a copy for their records.
1. Status
This document states standard service targets. It is not a financial-credit commitment unless the customer’s plan or order form expressly incorporates it as such.
2. Availability target
We target 99.9% monthly availability for the core hosted application, excluding planned maintenance, emergency security work, customer systems, internet connectivity, third-party services and events outside our reasonable control.
3. Support priorities
| Priority | Example | Target initial response |
|---|---|---|
| Critical | Core service unavailable for most users | 1 working hour |
| High | Major feature unavailable with no reasonable workaround | 4 working hours |
| Normal | Limited fault or operational question | 1 working day |
| Low | Minor issue, advice or enhancement request | 3 working days |
4. Maintenance
Planned maintenance will be notified where reasonably practical. Emergency maintenance may take place without advance notice to protect security or stability.
5. Customer cooperation
Targets depend on timely access to diagnostics, examples, users and affected devices. Time awaiting customer or third-party action is excluded.
Inventro is owned and operated by Example Company Ltd.