# Support expectations, SLA options, maintenance, and deprecation

**Policy version:** 1.0.0.

No tier is active until selected in an executed agreement and staffed with
tested contacts. Availability, resolution time, service credits, and 24x7
coverage are not promised by this template.

| Tier | Coverage window | SEV-1 response target | SEV-2 | SEV-3 | SEV-4 |
|---|---|---:|---:|---:|---:|
| Evaluation | Named business hours/time zone | 4 business hours | 1 business day | 3 business days | 5 business days |
| Pilot | Named business hours plus agreed critical on-call window | 1 hour | 4 business hours | 2 business days | 5 business days |
| Critical pilot | 24x7 for SEV-1/2 only, subject to staffing evidence | 15 minutes | 1 hour | 1 business day | 3 business days |

Response means acknowledged, classified, and assigned; it is not resolution.
Partner dependencies, public-network conditions, planned maintenance, force
majeure, unauthorized changes, and out-of-scope systems must be addressed in
the executed SLA. Any credits or remedies are TBD.

## Maintenance

- Planned maintenance: target at least 5 business days' notice; emergency work
  may use shorter notice with incident/change records.
- Changes require the RACI, tests, rollback criteria, and candidate binding.
- Status updates for open SEV-1 incidents: target every 60 minutes; SEV-2 every
  4 business hours, unless the executed tier states otherwise.
- Support must never require surveillance or unnecessary personal data.

## Versioning and deprecation

Published interfaces use explicit versions. A material breaking change requires
a new version, migration guidance, test evidence, and change approval. Target
notice is 90 days for pilot interface deprecation and 180 days for a supported
production interface, but no production support is claimed here. Security,
legal, or network emergencies may shorten notice; the reason and bounded exit
must be documented. No deprecation may silently block V2 withdrawals, strand
partner data, or convert a pilot into production.
