Service Level Commitments

Response Targets

Unless a signed SLA states otherwise, “Covered Hours” means Sunday–Thursday, 09:00–18:00 Israel time, excluding public holidays. We prioritise issues by business impact and target the following first-response times during Covered Hours; work requested outside Covered Hours is handled on a best-effort basis or as a paid add-on, as agreed in your SLA.

“Response” means the time within which we begin working an issue, not the time to resolve it. These targets are commercially reasonable goals, not guarantees; where a signed SLA includes response-time commitments, your sole remedy for a missed target is the service credit (if any) set out in that SLA, not damages.

Availability & Monitoring

For managed environments, we target high availability of the systems under our management and provide proactive monitoring and patching. Specific uptime percentages, maintenance windows, and any service credits are defined in your signed SLA, since they depend on the underlying platforms and third-party providers (e.g., Microsoft 365, cloud, and connectivity vendors).

Escalation & Exclusions

Unresolved incidents are escalated to senior engineers and, where required, to the relevant vendor. Service targets exclude events outside our reasonable control (see the Force Majeure section of our Terms of Service), client-caused incidents, and work outside the agreed scope.