Priority 1
Critical
Major service outage or severe business-impacting issue affecting a production service.
Target response: as agreed in contract
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Service Level Agreement.
Service level guidance for NetNavi Cloud hosting, infrastructure, colocation, data protection and platform services.
1. Scope
This page provides general service level information for NetNavi Cloud services. Specific response times, support hours, service credits, maintenance arrangements or managed service commitments may vary depending on the quotation, order form, contract or service agreement in place.
2. Support channels
Customers should contact NetNavi Cloud through the agreed customer portal, email address or telephone number. Emergency escalation routes may be provided separately for services that include enhanced support.
3. Incident priorities
Priority 2
High
Significant degradation or fault affecting important functionality, with workaround limited or unavailable.
Target response: as agreed in contract
Priority 3
Normal
General fault, request, configuration change or non-critical service issue.
Target response: during business hours
4. Planned maintenance
Planned maintenance may be required to maintain security, reliability and performance. Where practical, notice will be provided through direct communication, the customer portal or the external status page. Emergency maintenance may be carried out with shorter notice where required to protect services.
5. Customer responsibilities
Customers are responsible for providing accurate contact details, reporting issues promptly, maintaining suitable access credentials, keeping unmanaged applications updated and ensuring that any customer-managed configuration is maintained correctly.
6. Exclusions
Service level targets may not apply to issues caused by customer configuration, third-party suppliers, internet-wide incidents, scheduled maintenance, force majeure events, customer applications, unsupported software, misuse, security compromise or services outside the agreed managed scope.
7. Status updates
Platform-wide incidents and planned maintenance may be published through the NetNavi Cloud status page.