Support and Service Level Policy Draft

Support access boundary

Support has no standing customer impersonation or self-hosted content access. Portal support roles can inspect allowlisted commercial, entitlement, deployment, and consent metadata only within assigned scope.

Any exceptional customer-authorized support access must identify scope, purpose, expiry, active state, revocation, and audit evidence. A Portal grant alone never creates a local account or remote session.

Unapproved service commitments

Support hours, severity definitions, response and restoration targets, maintenance notice, exclusions, escalation, uptime method, service credits, and claim windows are not approved. No draft target is a contractual SLA.

Customer responsibilities

• Self-host customers retain responsibility for supported Ubuntu operation, backups, local access control, network exposure, and timely supported updates.
• Diagnostic submissions must use the minimized supported bundle and exclude passwords, claims, private keys, activation codes, full environment files, and customer content.
• Air-gapped customers use documented offline evidence transfer; support must not require runtime egress.