1. Availability
Service-availability commitments, maintenance windows, recovery objectives and any service credits apply only if set out in an executed order. Public design previews and pilot sandboxes have no implied production SLA.
2. Support and incident classes
Severity 1: verified major service outage or active compromise; Severity 2: material degradation; Severity 3: non-blocking defect; Severity 4: question or enhancement. Confirmed priority and response targets are set in the customer's support schedule.
An agent's reported issue severity may differ from a security risk assessment and from the operational incident category.
3. Dependencies and exclusions
Cloud, repository, AI, email, payment and speech providers have independent availability and rate limits. Their failures can affect delivery; contractual allocations and remedial obligations must be stated in the order.
The service must not represent rehearsal footage, generated plans or passing unit tests as end-to-end guaranteed availability.