# 1. Applicable Service Levels
Availability commitments apply as stated in your accepted plan terms, order, or signed SLA. Existing binding service levels remain in force under their applicable terms. Contact hello@cuspforge.com to confirm covered services, measurement, and exclusions before ordering.
# 2. Scheduled Maintenance Windows
We aim to schedule maintenance to limit disruption and provide advance notice where practicable. Urgent security or reliability work may require shorter notice. Any specific maintenance exclusions or notice commitments in your applicable agreement continue to govern.
# 3. Technical Support Response SLAs
Send support requests to support@certifada.com with the affected workspace, impact, and start time. We prioritize by severity. Response and resolution times are different; neither a fixed resolution time nor 24/7 coverage is promised unless included in your binding service terms.
# 4. Service Credits
Service credit eligibility, measurement, exclusions, claim periods, and credit amounts follow the applicable service terms. Submit a claim to support@certifada.com with outage dates and supporting details. Existing credit entitlements are preserved; this page does not replace them with discretionary refunds or create a new credit schedule.