No default SLA
Unless a signed enterprise agreement states a specific service level, services are provided without guaranteed uptime, response time, resolution time, or service credits.
Support channels
Support is available through the published contact methods, including grayskyes@solenterprises.org, and any product-specific support portals we provide.
Maintenance
We may perform scheduled or emergency maintenance, updates, migrations, provider changes, security patches, and infrastructure work that may temporarily affect service availability.
Incident handling
We prioritize incidents based on severity, security risk, customer impact, and available information. Resolution may depend on third-party providers, customer access, DNS, carriers, payment processors, or cloud services.
Enterprise credits
Service credits, if any, are the exclusive remedy for SLA failure and must be stated in a signed enterprise agreement.
Exclusions
Downtime caused by customer systems, third-party providers, force majeure, misuse, beta features, unpaid accounts, provider policy enforcement, DNS, carrier issues, or scheduled maintenance is excluded from service-level calculations.
Contact and legal notices
Questions, legal notices, privacy requests, intellectual-property notices, and support requests may be sent to grayskyes@solenterprises.org. Include the applicable service, account, order, URL, content, and facts needed to investigate.