Services Policy

Scope & Deliverables

Defined in statements of work, order forms, or product descriptions. SaaS is delivered as ongoing access; software as a license; services as milestones or time-and-materials.

Onboarding

Customer may need to provide environment details, access credentials, and a primary point of contact.

Customer Responsibilities

• Provide timely information, approvals, and access.
• Maintain compatible environments and secure credentials/endpoints.
• Configure roles and network rules appropriately.

Support

Standard support via email during business hours (PKT). Premium or SLA-backed support is available only if contracted.

Maintenance & Updates

We may release updates, patches, and feature changes; some security or compliance updates may be mandatory.

Data & Backups

Customer data remains yours. You are responsible for backups unless a managed backup service is purchased.

Security Posture

We apply reasonable security controls; customers must maintain appropriate access controls on their side.

Availability

SaaS availability is best-effort unless a specific SLA is in place. Scheduled maintenance windows will be communicated when practical.

Subcontractors & Third Parties

We may use qualified third parties to deliver parts of the service; we remain responsible for primary obligations to you.