Service Level and Support Policy

1. Service scope

The service includes the Visentry web application, identity-provider connection, configured camera-processing components, and managed integrations. Customer networks, camera hardware, power, third-party services, and Customer-managed infrastructure are outside its scope.

2. Availability

The monthly availability target is 99.5% unless the order form states otherwise. Availability is calculated from total monthly time after excluding scheduled maintenance and the exceptions below. Service credits or other remedies apply only if expressly included in a written enterprise agreement.

3. Priorities and initial-response targets

• P1 — Critical: the entire production service is unavailable or an active data-security incident exists. Target initial response: 2 hours.
• P2 — High: a core function is severely impaired with no reasonable workaround. Target initial response: 4 business hours.
• P3 — Normal: limited impact, defect, or usage question. Target initial response: 1 business day.
• P4 — Low: information, improvement, or feature request. Target initial response: 2 business days.

4. Maintenance and exceptions

Scheduled maintenance will be announced in advance where possible. Emergency security or integrity maintenance may occur with shorter notice. Outages caused by Customer/operator error, internet or third-party failures, force majeure, unsupported configurations, or acceptable-use violations are excluded from the target calculation.

5. Support requests

A support request should include the organization, affected component or camera, start time, impact, reproduction steps, and relevant logs or screenshots without unnecessary personal data. Send requests to info@autodidactic.com.tr.