Service Levels and Support

Last Updated: 1 August 2026

Scope

This Policy describes Hoslift's standard method for classifying and managing support requests. Binding support and service-level commitments apply only when an executed order identifies the covered service, support plan, coverage hours, authorised contacts, metrics and remedies. Project work without an SLA receives the correction, warranty or support expressly stated in its applicable agreement.

Support does not include new features, material scope changes, unsupported third-party systems, training or consultancy unless the order expressly includes them.

Severity

Severity	Example	Target acknowledgement
P1 Critical	Covered production service unavailable or active severe security event with no workaround	1 hour during stated coverage
P2 High	Major function materially impaired; limited workaround	4 business hours
P3 Normal	Non-critical defect or degraded function	1 business day
P4 Request	Question, change or improvement	2 business days

Targets begin when a request is received through the approved channel during the applicable coverage period and contains sufficient information for triage. Requests received outside coverage begin at the next covered period unless 24-hour coverage applies. Acknowledgement confirms receipt and initial classification; it is not a promise of resolution.

Hoslift may reclassify severity when the verified impact differs from the initial report. The Client will be informed of the reason for a material reclassification. Exact coverage hours, holidays and time zone appear in the order.

Client Duties

The Client must use authorised contacts and provide the affected service, business impact, start time, recent changes, reproduction steps and safe supporting evidence. For a critical incident, an authorised technical contact must remain reasonably available for testing, decisions and recovery coordination.

The Client must maintain required access, supported versions and dependencies under its control and must not create duplicate tickets for the same incident. Passwords, private keys and sensitive records may be shared only through the secure method approved for the engagement.

Measurement

Availability uses the formula, observation interval, monitoring source and service boundary stated in the executed SLA. Measurement begins and ends at the defined service point; internet routes, Client systems and third-party components outside that boundary are not treated as part of the measured service unless expressly included.

Exclusions, maintenance windows and dependency boundaries must be explicit. Hoslift will not apply an exclusion to an event caused by its own failure where doing so would make the reported result misleading or conflict with mandatory law.

Service Credits

If offered, the order states threshold, credit percentage, monthly cap and claim window. Credits apply to future covered fees and are the specified availability remedy, subject to mandatory rights and any separately agreed termination right.

Maintenance and Changes

Planned maintenance receives the agreed notice where practical. Emergency security/reliability work may occur sooner. Material changes follow change control.

Escalation

Escalation proceeds from the assigned support contact to the operational owner and then to the appropriate senior, security or privacy owner according to the incident. Update frequency follows the severity and coverage stated in the order. Updates distinguish confirmed facts, current actions, known impact and the next review point; an unverified cause or recovery time will not be presented as confirmed.

After a qualifying major incident, the order may provide for a written incident summary or post-incident review. Such a review focuses on impact, contributing conditions, corrective actions and ownership and is not an admission of liability.

Contact

Support requests must use the channel stated in the applicable order. Contractual questions about coverage, credits or plan changes may be sent to legal@hoslift.com.