Legal
Service Levels & Support Policy
Effective date: 03 February 2026
Last updated: 03 February 2026
1. Purpose
This policy describes standard support expectations and non-binding service level objectives (SLOs). Contractual SLAs with service credits apply only if explicitly agreed in a written enterprise contract.
2. Support channels
- Primary: in-console ticketing
- Email: support@netallion.com
- Security: security@netallion.com
3. Response targets (guidance, not guaranteed)
Response Time Targets
Critical
Service unavailable, security incident, widespread outage
High
Major function impaired
Normal
Standard issues
4. Availability objectives (SLOs)
Netallion targets:
- Consoles + API availability suitable for commercial SaaS operation.
- Report and pack generation is "best effort" and depends on the evidence and configuration you provide.
5. Maintenance
Scheduled maintenance may occur with reasonable notice. Emergency maintenance may occur without notice to address security risk.
Related policies: