Legal
Service Level Agreement (SLA)
This SLA describes support availability and service expectations. Specific client SLAs may override this document if agreed in writing.
1) Support availability
GXN Services aims to respond to support inquiries within:
- Critical issues: within 24 hours
- Standard issues: within 48–72 hours
- General inquiries: up to 5 business days
Response times refer to initial acknowledgment and triage, not necessarily full resolution. Resolution time depends on complexity, dependencies, and scope.
2) Maintenance
Scheduled maintenance may temporarily affect availability. Where feasible, we will provide advance notice and aim to perform maintenance during low-impact periods.
3) Third-party dependencies
Certain services depend on:
- Hosting providers
- DNS providers
- Cloud services
- Payment providers
- External APIs
GXN Services is not responsible for outages caused by third parties. We will, however, make reasonable efforts to coordinate troubleshooting and provide status updates.
4) Security
Reasonable efforts are made to maintain infrastructure security and to protect client data. This can include access controls, secure authentication, and monitoring.
However, no digital system can guarantee absolute security.
5) Limitations
This SLA does not cover:
- Issues caused by client-side changes not coordinated with us
- Problems resulting from unsupported third-party plugins or integrations
- Requests outside the agreed scope
- Force majeure events or widespread Internet outages