SUPPORT
PROTOCOL.

01. Scope of Support

This policy defines support standards for automation and integration services provided under the Opsionic trade name. Support applies only to systems built or maintained by Opsionic under an active agreement.

Custom SLA commitments require written agreement.

02. Support Channels

• Email: security@opsionic.com
• Project management platform (if provided)
• Scheduled calls (by appointment)

Phone or emergency messaging channels are not included unless explicitly agreed in writing.

03. Support Hours

Standard support hours:

• Monday–Friday
• Business hours (Central European Time)
• Excluding public holidays

Requests outside support hours are handled on the next business day unless covered by a custom support agreement.

04. Severity Levels

• Critical: Complete production outage caused directly by Opsionic systems.
• High: Major feature failure impacting business operations.
• Medium: Partial malfunction or degraded functionality.
• Low: Minor issue, question, or configuration request.

05. Response Targets

Response times refer to initial acknowledgment — not guaranteed resolution.

• Critical: Target acknowledgment within 1 business day.
• High: Target acknowledgment within 1–2 business days.
• Medium: Target acknowledgment within 2–3 business days.
• Low: Target acknowledgment within 3–5 business days.

Resolution timelines vary depending on complexity and third-party dependencies.

06. Exclusions

Support does not cover:

• Third-party platform outages.
• Changes to external APIs or Terms of Service.
• Client-side configuration errors.
• Security incidents caused by client credentials misuse.
• Scope expansion beyond original agreement.

07. Billable Work

The following may require additional fees:

• New feature development.
• Scope changes.
• Platform migrations.
• Urgent or after-hours requests.
• Fixes required due to client-side changes.

All billable work will be confirmed before execution.

08. Maintenance & Updates

Opsionic may perform updates or maintenance to improve reliability or security. Planned maintenance may temporarily affect service functionality.

09. Force Majeure

Opsionic shall not be liable for delays or service interruptions caused by events outside reasonable control, including infrastructure failures, internet outages, government actions, cyberattacks, natural disasters, or third-party platform disruptions.

10. Limitation

This policy defines support standards only and does not create uptime guarantees, financial penalties, or service credits unless explicitly agreed in a separate written SLA.

Professional Support. Clear Limits.

Automation is reliable when expectations are aligned.

Contact: security@opsionic.com