Service Availability & Support SLA
Operational targets for availability, incident response, and support priority.
Legal contact: support@tajirpro.net
1. Availability target
TajirPro is operated with a commercial reliability objective, but no uptime commitment applies unless stated in a separate signed agreement. Scheduled maintenance, emergency security work, customer systems, third-party failures, internet conditions, and force majeure are excluded from availability calculations.
2. Priority definitions
Critical means widespread inability to access core production data or a confirmed severe security event. High means a major feature is unavailable with no reasonable workaround. Normal means a limited defect or operational question. Low means guidance, cosmetic issues, or feature requests.
3. Initial response targets
During published support hours, target initial responses are: Critical within 2 hours, High within 8 business hours, Normal within 1 business day, and Low within 2 business days. These are response targets, not guaranteed resolution times.
4. Customer cooperation
Response and resolution depend on timely access to accurate details, screenshots, logs, steps to reproduce, affected account information, and reasonable testing by the customer. Delays caused by missing information pause the target.
5. Maintenance
Planned maintenance may be announced in advance where practical. Emergency maintenance may begin immediately where needed to protect data, security, legal compliance, or platform stability.
6. Exclusions
Targets do not apply to beta features, unsupported modifications, user configuration, expired subscriptions, unpaid accounts, third-party systems, local internet or devices, misuse, or events outside reasonable control.