1. Scope

SLA coverage may include support response objectives, managed updates, incident review, client portal availability, public website support and maintenance windows.

2. Priority Levels

• Critical: severe production interruption or major security-sensitive incident.
• High: important functionality unavailable or business-impacting error.
• Normal: functional issue, configuration request or non-blocking defect.
• Low: guidance, improvement, cosmetic issue or planning request.

3. Exclusions

Third-party outages, unpaid accounts, client-side changes, unsupported custom code, incorrect credentials, force majeure, external APIs and hosting failures may be excluded unless agreed otherwise in writing.

4. Maintenance

CMPROM may perform planned maintenance with reasonable notice where practical. Emergency maintenance may be performed to preserve security or stability.