1. Purpose
This Service Level and Support Policy describes support channels, target response times, availability targets, exclusions, and service-credit procedures. It applies only where incorporated into an order form or Terms of Service.
2. Support Channels
Support requests may be submitted to support@alignsoft.us or through available in-application support channels.
3. Support Severity Levels
| Severity | Description | Target initial response |
|---|---|---|
| Severity 1 | Production service unavailable for paid customers with no reasonable workaround. | 4 business hours |
| Severity 2 | Major production functionality impaired with material customer impact. | 1 business day |
| Severity 3 | Partial issue, degraded feature, configuration question, or workaround available. | 2 business days |
| Severity 4 | General question, documentation issue, feature request, or non-production issue. | 3 business days |
4. Availability Target
For paid production subscriptions, Align may target 99.5 percent monthly uptime for core hosted Services, excluding scheduled maintenance, customer-caused issues, third-party outages, beta features, sandbox environments, force-majeure events, and exclusions stated below.
5. Service Credits
If Align fails to meet an applicable committed availability level, Customer may request a service credit as the sole and exclusive remedy for the availability failure. Service credits, if any, should be limited to a percentage of monthly fees for the affected Services and may not be exchanged for cash.
6. Exclusions
- Scheduled maintenance or emergency maintenance.
- Customer systems, applications, integrations, internet connectivity, DNS, webhook endpoints, or misconfiguration.
- Third-party services outside Align's control.
- Beta, trial, sandbox, development, preview, or free services.
- Suspension due to non-payment, security risk, legal requirement, or Agreement violation.
- Force-majeure events.
- Features identified as unsupported or deprecated.
7. Credit Request Procedure
Customer must request any service credit within thirty days after the month in which the alleged availability failure occurred. The request must include tenant name, dates, times, affected services, impact description, and supporting evidence.
8. No Separate Liability
Service credits are Customer's sole remedy for availability failures and do not create a separate liability pool. All claims remain subject to the Terms of Service liability cap.
Last reviewed: June 5, 2026 · Version 1.0 · Published.