Support/Training Hours can be used flexibly for:

• Support:
  • Chat, email, phone, or video call troubleshooting.
  • Resolution of complex technical tickets.
  • Offline work (e.g., configurations, optimizations, or integrations).
• Training:
  • Individual or team sessions.
  • Topics include platform basics, advanced features, integrations, and best practices.

Consumption Rules:

• Support/Training Hours are consumed in increments of 30 minutes.
• Hours included in the monthly plan do not roll over to the next month.
• Additional hours can be purchased at the rates outlined in the service tiers.

• The EasyEdge platform guarantees 99.9% availability for all paid tiers (Standard, Professional, and Enterprise), excluding scheduled maintenance.
• Availability is measured monthly and does not apply to the Starter tier.

• Maintenance is scheduled during non-peak hours, with at least 2 business days’ notice.
• Emergency maintenance may occur without prior notice but will be communicated promptly

If an issue remains unresolved within the defined resolution time, the escalation process is as follows:

• Standard: Escalation to senior support after 72 hours.
• Professional: Escalation to account manager after 24 hours.
• Enterprise: Immediate escalation to a dedicated account manager.

This SLA does not cover:

• Downtime caused by third-party providers or events outside Domatica’s control.
• Issues arising from misconfigurations or unsupported modifications by the customer.

Critical Issues are urgent and severe problems that require immediate attention. These include:

• Complete System Outages: The platform or a critical component is entirely unavailable.
• Major Functionality Failures: Severe disruptions preventing most users from accessing key features.
• Data Breaches or Security Vulnerabilities: Incidents that could compromise sensitive data.
• High-Impact Performance Degradation: A significant slowdown affecting core operations.