Service Level Agreement (SLA)

Version: 1.0

Scope

This SLA applies to the production CEEQ.IT service used by paying Customers.

Availability

• Monthly uptime target: 99 % (exclude planned maintenance windows).
• Maintenance windows: announced 24 hours in advance; typical duration 3-20min minutes.

Support

• Channels: email support@ceeq.it
• Response targets (P1/P2/P3): within one week

Exclusions

• Force majeure; Customer-side issues; third-party dependencies outside Provider’s control (unless committed in this SLA).

Measurement & Reporting

Availability measured at service edge per calendar month; credit claims within 7 days.