Service Level and Support Policy

Draft only. Requires legal review before publication. This software provides compliance tooling, but does not provide legal advice.

Service Level and Support Policy

Purpose

Explain support scope, uptime language, target response times, maintenance, and exclusions.

Source model

This slot follows mature SaaS and security-software legal-center patterns: Zapier-style customer terms, DPA, subprocessors, security, and data-transfer material; Avast-style license, acceptable-use, privacy, IP, transparency, and accessibility material.

Jurisdiction focus

Prepare this for EU users and Czech-market operation. Complete operator details, Czech consumer wording, cookie consent behavior, GDPR roles, and cross-border transfer safeguards before publication.

Support channels

List support email, in-app support, billing support, privacy requests, and security reporting channels.

Response targets

Set target first-response times by plan and severity. Avoid guaranteed SLA language unless backed by operations.

Availability

Describe uptime target if offered, planned maintenance, emergency maintenance, and third-party dependency exclusions.

Exclusions

Exclude customer network issues, third-party provider outages, misconfigured integrations, unsupported browsers, abuse, and force majeure where appropriate.

Escalation

Describe how critical incidents, billing issues, privacy requests, and security reports are escalated.

Completion checklist

• Set realistic response targets.
• Do not promise uptime credits unless billing supports them.
• Align with public pricing plan benefits.