Service Level Framework

The applicable agreement identifies the covered service, production environment, service hours, measurement source, support channel, customer responsibilities, and term.

Where an availability objective is purchased, the agreement defines the measurement period, total eligible minutes, qualifying downtime, monitoring source, exclusions, and calculation method. Scheduled maintenance, customer-controlled systems, third-party failures, misuse, force majeure, and preview features may be excluded only as stated in that agreement.

Incident severity, acknowledgement targets, update cadence, support hours, escalation contacts, and restoration objectives are engagement-specific. Response means acknowledgement and commencement of triage; it does not guarantee resolution within the same period.

Maintenance notice, emergency-change handling, release windows, and customer coordination are defined for the relevant managed service. Valueye aims to minimise disruption but does not promise zero downtime unless an executed agreement expressly states and defines that commitment.

Eligibility, claim procedure, calculation, caps, and whether a service credit is the exclusive contractual remedy are specified in the applicable agreement. This public framework does not itself create an entitlement to a credit or refund.

Existing clients should use the support channel in their agreement. General questions can be sent to hello@valueye.in.