Service Level Policy
General service expectations for Varajen platform operations.
Scope and precedence
This policy describes Varajen's general operating model. It is not a contractual uptime guarantee. A signed order form or service-level addendum controls covered services, measurement, support hours, targets, exclusions, credits, and remedies.
Availability measurement
Where a contract includes an availability target, availability is measured for the covered production service over the stated monthly period using Varajen monitoring. Calculation methods and excluded events are defined in that contract.
Exclusions
Typical exclusions include scheduled maintenance, customer systems or configuration, third-party services outside Varajen control, misuse, beta or preview features, force majeure, internet-wide failures, and suspension permitted by agreement. Exact exclusions require the executed SLA.
Planned maintenance
Varajen may perform maintenance to improve security, reliability, performance, and capabilities. When commercially reasonable, material planned disruption is scheduled outside expected peak periods and communicated through designated customer channels.
Incident priority
Support triages incidents by customer impact: critical loss of a production service or material security risk; major degradation without a reasonable workaround; limited degradation; and general requests. Response objectives depend on the purchased support plan and are not resolution guarantees.
Customer cooperation
Customers must provide timely, accurate impact details, timestamps, affected tenant and workflow, safe reproduction information, and an available contact. Customers must maintain supported configurations and reasonable continuity procedures.
Communication and restoration
For material production incidents, Varajen works to contain impact, restore safe service, provide updates through appropriate channels, and complete follow-up analysis proportionate to severity. Security notification follows the DPA and applicable law.
Service credits
Credits, if purchased and earned, are calculated and requested only under the executed SLA. They are generally the exclusive financial remedy for an availability miss and do not apply automatically under this public policy.
Business continuity
Varajen maintains backup, durability, recovery, and deployment controls appropriate to the service architecture. Contractual recovery-time or recovery-point objectives apply only when expressly stated in a signed agreement.
Support contact
Customers should use their designated support channel. Suspected security events should use /contact/request/?type=security. Do not submit credentials, tokens, bank details, or unnecessary personal data in a support request.
For vendor onboarding, security questionnaires, compliance review, data processing questions, or contract review, contact the Varajen team.