CedraStack · Legal policies
Support Policy and Response Targets
1. Standard hours and timezone
Standard support runs Monday–Friday, 08:00–18:00 Asia/Beirut, including local daylight-saving changes. Weekends are outside the standard clock. No automatic public-holiday calendar is currently applied. Agreed maintenance or closure windows should be communicated separately.
2. Booked sessions
Normal booking start times are 08:00–17:00, Monday–Friday; the session must finish by 18:00. At least one business day’s advance notice is required. Same-day normal bookings are not available; use the emergency contact flow when urgent assistance is needed. A request is not confirmation of a slot.
3. Initial response targets
For agreed standard support: Critical 1–2 hours; High 2–4 hours; Normal the same applicable business day. The metrics use the upper targets: 120 business minutes, 240 business minutes, or the business-day end. A request outside hours is measured from the next applicable opening. These are initial response targets, not guaranteed resolution times or service credits.
4. Emergency assistance
Separate remote emergency assistance is available 24/7, subject to agreed intervention, access and applicable emergency charges with a one-hour minimum. Tickets explicitly classified as emergency use elapsed time with a two-hour initial response target, including nights/weekends. Standard Critical tickets retain the business-hours clock; Critical on an inquiry does not activate emergency coverage. Emergency assistance is not proactive 24/7 monitoring or a promise of continuously staffed standard support.
5. Scope and dependencies
Response and resolution depend on authorized access, connectivity, client availability, system condition and third-party services. Initial response means the first client-visible support reply, not an internal note. Acknowledgements or public inquiry receipts alone do not establish contracted SLA coverage. Maintenance windows, proactive monitoring and special coverage exist only when expressly agreed.
6. Contact, escalation and limits
Use portal tickets for existing-client requests, provide impact, affected systems and timestamps, and never include secrets. Use the Emergency page for urgent coordination; sending an email alone may not arrange intervention. CedraStack does not guarantee resolution, uptime or data recovery. See Terms, Privacy and the agreed service order for obligations, billing and exceptions.
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