Service Level Policy
Uptime, maintenance and incident commitments.
Service Availability
Moklav operates services on a commercially reasonable and best-effort basis. Availability may vary by service type, region, upstream provider, customer configuration, and maintenance requirements.
Maintenance Windows
Planned maintenance is scheduled where practical to reduce customer impact. Notice may be provided through official channels when maintenance is expected to affect availability or performance.
Emergency Maintenance
Emergency maintenance may be performed without prior notice when required to address security risks, hardware issues, network instability, upstream provider incidents, or urgent platform protection needs.
Support Response
Support requests are prioritized by severity, service impact, customer plan, and operational urgency. Response and restoration times depend on issue type, required investigation, third-party dependencies, and customer cooperation.
Incident Handling
Incidents are triaged, investigated, and remediated based on impact. Moklav may provide updates through official support channels, maintenance notices, or direct customer communication.
Customer Responsibilities
Customers are responsible for application health, code, DNS configuration, firewall rules, backups, credentials, server hardening, and responding to support requests for information or access.
Exclusions
Service level expectations do not apply to customer misconfiguration, customer-side software failures, force majeure events, upstream outages, scheduled or emergency maintenance, abuse handling, unpaid services, or issues outside Moklav's reasonable control.