Version 1.0-draft · effective pending legal review
Availability commitment and support response times by plan.
Monthly availability target for the cloud Service: Team 99.5%, Professional 99.9%, Enterprise 99.9% with service credits [●]. Availability excludes scheduled maintenance announced 48 hours in advance (normally Friday 02:00–04:00 workspace region time), and events outside our reasonable control.
Below 99.9%: 10% of that month's fee; below 99.0%: 25%; below 95.0%: 50% [●]. Credits are the sole remedy for availability and must be requested within 30 days.
Channels: in-app help, support@ccsit.co; Enterprise adds a named contact and phone escalation.
First response targets — Critical (service down): Team 8 business hours, Professional 4 business hours, Enterprise 1 hour 24×7. High: 1 / 1 / 4 business hours… [● to confirm]. Business hours: Sunday–Thursday 09:00–17:00 Cairo / Riyadh / Dubai time.
Database backups daily, retained [● 30] days; restore tested monthly. Recovery point objective 24 hours (Enterprise: 1 hour with point-in-time recovery [●]); recovery time objective 4 hours.
For deployments in the Customer's data centre, availability is the Customer's responsibility; CCSIT provides releases, security patches within [● 14] days for high-severity issues, and support per the order form.
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