Portfolio service level schedule · order-form schedule

A support commitment tied to the operating program.

This schedule applies only when incorporated into an executed Portfolio order. It is not a universal promise for free, Team, Scale, beta, or force-majeure services.

Availability target

The monthly production application availability target is 99.9%, excluding agreed maintenance, customer-controlled systems, connected-source outages, emergency security maintenance, and events beyond reasonable control. Availability is measured at the application health boundary.

Support targets

Severity 1—production unavailable or material data isolation risk: one-hour initial response, continuous coordination. Severity 2—major workflow materially impaired: four business-hour response. Severity 3—limited defect or question: one business-day response.

Recovery and evidence

Production supports encrypted off-box backups and verified restore procedures. Recovery targets, data region, named contacts, and escalation channel are recorded in the order and onboarding runbook.

Service credits

If an executed order includes credits, the order defines the percentage, claim window, and exclusive remedy. No credit or uptime commitment exists solely because this sample schedule is public.