Service level policy
What to expect from support, maintenance and service commitments.
1. Written service commitments
Any numerical availability target, response time commitment or service credit must be expressly included in your accepted order or a separate signed service level agreement. Website descriptions are not a promise of uninterrupted service or an automatic credit entitlement. Request the applicable terms before purchasing.
2. Support scope
Contact support@reticularnet.com for network, provisioning and physical infrastructure issues affecting your contracted service. Unless separately agreed, support excludes application development, operating system administration, third party software troubleshooting and recovery of customer managed backups. No fixed response time is promised without a written agreement.
3. Maintenance and incidents
We may perform maintenance to improve security and reliability. We aim to provide notice of planned interruptions when practical. Urgent maintenance or external network events may occur without advance notice. Include the service identifier, start time, symptoms and diagnostic results when reporting an incident.
4. Measurement and exclusions
If your order includes an availability commitment, it will define the covered components, measurement window, exclusions and evidence requirements. Customer configuration errors, customer initiated changes, abuse related suspension, planned maintenance and events beyond reasonable control may be excluded only as specified in that agreement.
5. Credit requests
Where your written agreement offers credits, submit the request and incident details to support@reticularnet.com within its stated claim period. Eligibility, credit calculation and any caps follow that agreement. Statutory remedies are unaffected.