Service Level Agreement & Support Policy
This policy sets the general framework for availability, support and incident management. Specific Enterprise SLA terms or signed orders prevail where applicable.
1. Scope
The SLA applies to Firmato components under UESE’s reasonable control. Trust providers, KYC providers, payment systems, networks, DNS, cloud services and public systems remain subject to their own service levels.
2. Availability and maintenance
UESE aims for high continuity and may perform planned or emergency maintenance. Scheduled maintenance, urgent security work, force majeure and third-party outages may be excluded from availability calculations where the contract so provides.
3. Severity levels
Requests may be classified as Critical/P1, High/P2, Medium/P3 or Low/P4 according to impact. Severity may be reassessed during diagnosis.
4. Response and communication
Initial response times and coverage hours depend on the plan. Binding commitments are those stated in the Enterprise order or agreement. UESE provides reasonable updates for material incidents.
5. Restoration and workaround
The operational objective is to restore service or provide a safe workaround as quickly as reasonably possible. Resolution times are not guaranteed unless expressly agreed.
6. Exclusions
Events caused by misuse, customer configuration, compromised credentials, unsupported third-party software, provider outages, external attacks not reasonably preventable or legal obligations may be excluded, subject to mandatory law.
7. Service credits
Service credits, penalties or economic remedies apply only where expressly included in the relevant plan or Enterprise agreement and subject to the stated conditions and caps.
8. Versioning, precedence and evidence retention
Firmato records the version made available and, where the application flow provides for acceptance, the corresponding acceptance evidence including date, account and technical audit information. Material changes may require renewed acknowledgement or acceptance. Language and country are separate variables: language determines the linguistic version, while country determines the applicable national supplement.