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Service Level Agreement
Availability and support expectations for contracted plans.
Last Updated: March 12, 2026
1. Scope
This SLA defines service targets, incident priorities, and response commitments for eligible subscriptions.
2. Support Priorities
Incidents are classified by severity and business impact, with faster response targets for higher-impact issues.
3. Exclusions
SLA credits and guarantees may exclude maintenance windows, customer-caused outages, and third-party failures outside Pallet Vision control.