Support Service Level Objectives
These documents are product terms for APZWatch. They are not a substitute for legal advice specific to your organisation. Contact counsel before relying on them for regulatory filings.
1. Scope
This page describes target support response times for APZWatch production tenants. It is a product commitment for paid plans, not a separately indemnified guarantee unless restated in an Enterprise Order Form.
2. Channels
- In-product Support tickets (console)
- Email: compliance@apzor.com (billing / compliance) and support via ticket replies
3. Severity definitions
- Sev-1 — Production outage or cross-tenant security incident affecting screening availability.
- Sev-2 — Major feature impaired (e.g. ingest stuck, monitors not firing) with no acceptable workaround.
- Sev-3 — Degraded behaviour or incorrect single-tenant results with workaround.
- Sev-4 — Questions, configuration help, documentation clarifications.
4. Target first-response times (business hours SAST)
- Free / preview: best effort (no contractual SLO)
- Paid standard: Sev-1 ≤ 4h · Sev-2 ≤ 1 business day · Sev-3/4 ≤ 2 business days
- Enterprise (Order Form): Sev-1 ≤ 1h · Sev-2 ≤ 4h · Sev-3 ≤ 1 business day · named CSM
5. Availability target
APZWatch targets 99.5% monthly API availability excluding planned maintenance announced ≥24h in advance and force majeure / upstream list-provider outages. Ready-state degradation when sanctions lists are stale is intentional safety behaviour, not an availability miss.
6. Exclusions
Third-party list fetch failures, customer misconfiguration, quota exhaustion, and AI advisory soft-degrades are outside Sev-1 classification when core list screening remains available.