Service Level & Support Policy

1. Purpose

This Policy describes VettiGuard's standard public support and availability approach. A separately signed enterprise service-level agreement (SLA) overrides this Policy where it provides different commitments.

2. Service status

VettiGuard may publish significant incidents, maintenance and recovery information through its service-status channel. Customers should use the status service and workspace notifications for operational awareness rather than relying solely on email.

3. Support channels

Standard support requests may be submitted through the VettiGuard inquiry/support channel or support@vettiguard.com. Security reports should follow the Security & Responsible Disclosure Policy.

Customers should provide safe diagnostic details such as affected module, request reference, timestamp, environment and error code. Do not send passwords, private keys, response tokens, unrestricted identity documents or biometric material through ordinary support unless specifically requested through a secure channel.

4. Priority handling

VettiGuard may prioritise issues according to impact. Examples include:

• Critical: widespread production unavailability, confirmed severe security incident or inability to complete required verification across multiple customers;
• High: major degradation or a core production function unavailable without a practical workaround;
• Normal: isolated errors, configuration questions, integration assistance and non-critical defects; and
• Low: feature requests, documentation improvements and cosmetic issues.

These categories guide triage and are not contractual response-time guarantees unless an SLA states otherwise.

5. Maintenance

VettiGuard may perform emergency maintenance without advance notice where required for security or service stability. Planned maintenance will be communicated where reasonably practicable.

6. Third-party dependencies

Availability can depend on hosting, internet routing, communications delivery, recipient email systems, customer networks, device integrity providers and other customer-selected services. VettiGuard will use reasonable efforts to isolate or fail safely when a required dependency is unavailable, but cannot guarantee the availability of independent third-party systems.

7. No implied uptime guarantee

Unless a signed SLA specifies an uptime commitment, VettiGuard does not make a numerical uptime guarantee. Public status history is operational information and does not by itself create a service-credit entitlement.