Terms for Support Services

1. Aplicabilitate

These terms apply to ZBTKEEP support services. Availability hours, channels, response targets and any 24/7 coverage are those provided in the Customer’s plan, order or contract; publishing these terms does not automatically turn any plan into a 24/7 service.

2. Domeniul suportului

Within the limits of the contracted services, the support may cover:

• hosting, infrastructure, DNS, edge and managed cloud services;
• Cybersecurity products and services
• platforms and applicationsZebraByte;
• configuration, diagnosis, incidents and technical questions;
• coordination with third-party providers where this is part of the managed service.

Software development, redesign, migration projects, complex application modifications and repair of infrastructures not managed byZebraByteare not included in standard support unless there is a separate agreement.

3 The Priorities

• P1 — Critic: extensive unavailability of a production service, active security incident or critical impact without reasonable workaround.
• P2 — Major: significant degradation, unavailable important function or high risk with limited workaround.
• P3 — Standard: A limited impact incident, configuration, technical request, or problem for which there is a workaround.
• P4 — Informativ: a question, administrative request, planning or request with no immediate operational impact.

ZebraBytecan reclassify the priority based on the actual impact, the number of users affected, the security risk and the existence of a temporary solution.

Response Time and Resolution Time

A response time represents the confirmation and start of the assessment, not a guarantee that the incident will be resolved within that interval. Target response times and escalation times are those of the agreed plan. The resolution time depends on the cause, access, complexity, third-party suppliers and customer cooperation.

The necessary information

The customer must provide sufficient information for investigation: affected service, time of appearance, reproduction steps, error messages, recent changes and contact person. No passwords, private keys or other secrets should be sent in free text ifZebraByteprovides a secure channel for them.

6. Acces la sisteme

When diagnosis requires access, the Client only authorizes access necessary for the purpose of the request.ZebraBytelimits access to authorized personnel and revokes/reduces it when it is no longer necessary. The Client is responsible forining the authorization for the systems thatZebraByterequests to investigate.

Shared Responsibility

ZebraByteis responsible for the components within the domain of the administered service. The customer is responsible for their own accounts, users, content, configurations and components excluded from the service. If the problem is produced by an external component,ZebraBytecan help with the diagnosis but can not guarantee the actions or terms of the third-party provider.

8. security incidents

Requests indicating a compromise can be treated with priority and can trigger defensive measures such as blocking access, rotating credentials, isolating a component or keeping logs. The actions are proportionate to the risk and authority granted toZebraBytethrough the contracted service.

Data and Confidentiality

The information in the tickets, logs and technical data are used for the provision of support, security, audit and legitimate operational improvement of services. IfZebraByteprocesses personal data on behalf of the Client, the DPA applies. Sensitive data is accessed only when necessary for the request.

Requests outside the field

If a request requires project, development or intervention not included,ZebraBytewill inform the Customer before turning the request into a counter-cost work, except for urgent measures authorized in advance for incident response.

11. Abuzul canalelor de suport

The customer must not use the channels for spam, threats, harassment or illegal requests.ZebraBytemay restrict a person's access to a channel if the abuse affects the safety of staff or the support of other customers, providing as much as possible an alternative channel for legitimate contractual communications.

Applicable law and liability

TheZebraByteGeneral Terms, including clauses on liability, applicable law and force majeure, also apply to support services. Any more specific support SLA provided in a signed contract prevails over the times and remedies it regulates.

13. Contact

For support, use the portal or channel communicated in your plan. legal@zebrabyte.co.uk.