This Support and SLA Policy describes baseline support and availability terms for C4CI Arch. It applies only to paid plans or enterprise orders that incorporate it. Free, trial, preview, beta, and development environments do not receive service credits unless an order form states otherwise.
1. Support Channels
Support is provided through the support channels made available in the product or order form. The default contact is support@c4ci.io.
Customers should include organisation name, affected environment, affected feature, severity, timestamps, screenshots or logs where safe, and steps to reproduce.
2. Severity Levels
| Severity | Definition | Target initial response |
|---|---|---|
| Sev 1 Critical | Production service is unavailable for substantially all authorised users, or a confirmed security incident creates material customer-data risk | 4 business hours |
| Sev 2 High | Major production feature is unavailable or severely degraded with no reasonable workaround | 1 business day |
| Sev 3 Normal | Non-critical issue, degraded workflow, question, configuration problem, or workaround available | 2 business days |
| Sev 4 Low | Documentation request, enhancement request, cosmetic defect, or general guidance | 5 business days |
Business days and hours follow Belgium business days unless an order form states otherwise.
3. Customer Cooperation
Support targets depend on Customer providing timely cooperation, accurate information, safe diagnostic material, access to relevant administrators, and permission to inspect relevant product state.
C4CI is not responsible for delays caused by missing information, third-party providers, customer-managed credentials, customer infrastructure, or customer identity-provider configuration.
4. Availability Target
For paid production plans that incorporate this policy, C4CI targets 99.5 percent monthly availability for the authenticated tenant portal and core API surfaces, measured at the service edge.
Monthly availability is calculated as:
(total minutes in the calendar month - excluded minutes - downtime minutes)
/
(total minutes in the calendar month - excluded minutes)
* 100
Downtime means complete unavailability of the covered production service surface for substantially all users of the affected customer organisation, as measured by C4CI monitoring or reasonably corroborated support evidence.
Higher availability targets, service credits, or custom measurement rules apply only if stated in an order form.
5. Exclusions
Availability calculations exclude:
- scheduled maintenance with reasonable notice;
- emergency maintenance needed for security, legal, or operational reasons;
- customer systems, credentials, networks, browsers, identity providers, repositories, cloud providers, or billing providers;
- third-party service outages outside C4CI control;
- beta, preview, lab, free, trial, development, or sandbox services;
- force majeure events;
- misuse, excessive load, unauthorised testing, or breach of the agreement;
- outages caused by customer configuration or failure to follow documented requirements.
6. Maintenance
C4CI may perform scheduled maintenance to improve security, reliability, performance, or functionality. C4CI will use reasonable efforts to provide advance notice for planned production-impacting maintenance.
Emergency maintenance may occur without advance notice when needed to protect security, stability, legal compliance, or customer data.
7. Service Credits
Service credits are available only if an order form expressly includes them. If included, the credit is Customer's sole and exclusive remedy for availability shortfalls.
Unless an order form states otherwise, credits must be requested within 30 days after the month in which the alleged shortfall occurred and cannot exceed the monthly fees for the affected service.
Credit requests must include the affected organisation, service surface, approximate outage window, user impact, and supporting evidence. C4CI may deny credits for excluded events, unverified impact, unavailable customer cooperation, or requests outside the notice period.
8. Incident Communications
For material customer-impacting incidents, C4CI will provide updates through reasonable channels such as email, support ticket, status page, or product notice. Updates may include impact, mitigation, workaround, resolution, and post-incident summary where appropriate.
Security incidents involving Customer Personal Data are handled under the Data Processing Addendum.
9. Support Boundaries
C4CI support covers C4CI-operated services, product behavior, documented integrations, billing operations, legal-document acceptance flows, and product configuration guidance.
Support does not include professional services, custom architecture review, customer cloud remediation, customer code changes, third-party provider administration, legal advice, security certification, or compliance sign-off unless an order form includes those services.
10. Contact
Support requests should be sent through the product support channel or to support@c4ci.io.