Support & SLA Terms
Last Updated: February 23, 2026 Effective Date: Upon acceptance of the Master Service Agreement
1. Purpose
These Support & SLA Terms define the service levels, support channels, and response commitments for Tacitus Systems’ Cloud Bridge and Cortex offerings. These terms supplement the Master Service Agreement and are incorporated by reference.
For definitions of capitalized terms, refer to the Master Service Agreement, Section 2.
2. Cloud Bridge Service Level Agreement
2.1 Availability Target
Tacitus Systems targets 99% monthly availability for Cloud Bridge infrastructure, measured as the percentage of minutes in a calendar month during which the Customer’s instance is operational and accessible.
Availability is defined as the ability of the Customer’s Cloud Bridge instance to accept API requests and return responses. Availability is measured from Tacitus Systems’ monitoring infrastructure.
2.2 Planned Maintenance
Tacitus Systems performs planned maintenance to apply infrastructure updates, security patches, and capacity improvements.
- Advance notice: At least 48 hours before the maintenance window.
- Preferred scheduling: Weekend hours (Saturday 02:00 - 06:00 CET) to minimize business impact.
- Duration: Planned maintenance windows do not exceed 4 hours unless otherwise communicated.
- Exclusion: Planned maintenance is excluded from the availability calculation.
2.3 Service Credits
If Cloud Bridge availability falls below the monthly target, Customer is eligible for service credits:
| Monthly Availability | Credit (% of Monthly Fee) |
|---|---|
| 98.0% – 99.0% | 10% |
| 95.0% – 98.0% | 15% |
| 90.0% – 95.0% | 20% |
| Below 90.0% | 30% |
Service credits are capped at 30% of the monthly fee for the affected month. Credits are applied to the next invoice and are not redeemable for cash.
2.4 Credit Request
To receive a service credit, Customer must submit a written request within thirty (30) days of the affected month, identifying the dates and times of the downtime. Tacitus Systems will verify the claim against its monitoring records and respond within ten (10) business days.
2.5 Exclusions
The availability target and service credits do not apply to:
- Downtime caused by Customer’s actions, configurations, or network issues.
- Force majeure events (as defined in the Master Service Agreement, Section 9).
- Scaleway infrastructure failures beyond Tacitus Systems’ reasonable control.
- Scheduled maintenance windows (with proper advance notice).
- Suspension of services due to Acceptable Use Policy violations.
- Downtime of less than 5 consecutive minutes.
2.6 Termination for Sustained Unavailability
If Cloud Bridge availability falls below 90.0% for two (2) consecutive calendar months, Customer may terminate the Cloud Bridge subscription without penalty by providing written notice within thirty (30) days of the end of the second affected month. Tacitus Systems will provide a pro-rata refund of any prepaid fees for the unused period.
3. Cortex Service Commitments
Cortex units operate on Customer’s premises under Customer’s administrative control. Tacitus Systems does not provide an uptime SLA for Cortex hardware, as availability depends on Customer’s power, network, and environmental conditions.
Tacitus Systems provides the following commitments for Cortex:
3.1 Hardware Warranty
Confirmed manufacturing defects are covered by the warranty described in the Hardware Lease Terms, Section 8.
| Commitment | Timeline |
|---|---|
| Replacement component shipped | Within 5 business days of confirmed defect |
| Full replacement unit shipped (if component replacement insufficient) | Within 10 business days of confirmed defect |
Component sourcing. Component availability is subject to global supply chain conditions. Certain hardware components — including but not limited to GPUs, specialized CPUs, and NVMe storage devices — may face limited availability or extended lead times due to market conditions. Where a specific component is unavailable, Tacitus Systems will provide a functionally equivalent replacement of equal or greater specification. Tacitus Systems is not obligated to source components at above-market prices and may substitute equivalent components when the originally specified component is unavailable at commercially reasonable cost. If no equivalent component is available within the warranty response timeframe, the timeline will be extended until availability is restored, and Tacitus Systems will provide Customer with regular status updates throughout the period.
3.2 Supply Drop Delivery
| Update Type | Availability |
|---|---|
| Security-critical updates | Within 48 hours of internal release |
| Feature updates | Within 5 business days of internal release |
| Maintenance updates | Bundled in next scheduled release cycle |
3.3 Watchdog Monitoring
The built-in Watchdog service provides continuous local monitoring:
- Health checks on all critical services every 30 seconds.
- Automatic container restart on detected hangs.
- Full system reboot after 3 consecutive critical failures.
- RAID degradation detection with audible and visual alerts.
4. Support Tiers
4.1 Standard Support
Included with all Cloud Bridge and Cortex subscriptions.
| Parameter | Commitment |
|---|---|
| Channel | |
| Hours | Business hours (Monday-Friday, 09:00-17:00 CET) |
| Response time | Within 48 business hours |
| Scope | Configuration assistance, troubleshooting, Supply Drop guidance |
4.2 Priority Support
Available as an add-on or included with higher service tiers as specified in the Order Form.
| Parameter | Commitment |
|---|---|
| Channel | Email + Scheduled video calls |
| Hours | Business hours (Monday-Friday, 09:00-17:00 CET) |
| Response time | Within 24 business hours |
| Scope | Standard scope + dedicated technical contact, priority Supply Drop delivery, Graduation assistance |
4.3 Response Time Clarification
Response time measures the elapsed business hours between Tacitus Systems receiving the support request and providing an initial substantive response (acknowledgment of the issue and preliminary assessment or next steps). Resolution time varies based on issue complexity.
5. Support Request Classification
Support requests are classified by severity to prioritize response:
| Severity | Definition | Target Resolution |
|---|---|---|
| Critical | Service is completely unavailable; no workaround exists (Cloud Bridge down, Cortex boot failure) | Best effort, continuous work until resolved |
| High | Major feature is impaired; workaround may exist (ingestion pipeline failure, inference errors) | 2 business days |
| Medium | Non-critical issue affecting functionality (UI rendering, non-blocking errors) | 5 business days |
| Low | General inquiry, feature request, documentation question | 10 business days |
Target resolution times are best-effort commitments, not contractual guarantees. Complex issues may require longer resolution.
6. Flight Recorder Support Process
For Cortex units, the Flight Recorder protocol enables privacy-preserving remote diagnostics:
6.1 Procedure
- Generation. Customer inserts a blank USB drive into the Cortex Service Port. The system generates an encrypted diagnostic bundle.
- Automatic PII Redaction. Before export, the system scrubs personally identifiable information from diagnostic logs using automated pattern-matching rules.
- Encryption. The bundle is encrypted with Tacitus Systems’ public GPG key. Only Tacitus Systems support personnel can decrypt the contents.
- Transmission. Customer transmits the
.encfile to Tacitus Systems via email or secure upload portal. - Analysis. Tacitus Systems analyzes the diagnostic data and responds within the applicable support tier response time.
6.2 Data Handling
Flight Recorder Data is retained for the duration of the related support case plus ninety (90) days. After this period, the data is permanently deleted from Tacitus Systems’ systems.
Flight Recorder Data is used solely for diagnosing and resolving the reported issue. It is not used for any other purpose, including product improvement, analytics, or training.
7. Escalation Path
If a support request is not resolved within the expected timeframe, Customer may escalate:
| Level | Contact | Trigger |
|---|---|---|
| Level 1 | Support Engineer | Initial request |
| Level 2 | Technical Lead | No resolution within target time, or Customer requests escalation |
| Level 3 | CTO | Critical issues unresolved after 48 hours, or systemic platform concerns |
To escalate, Customer should reply to the existing support thread with “ESCALATION REQUEST” in the subject line.
8. Maintenance Notifications
Tacitus Systems communicates maintenance and service updates through:
| Type | Channel | Advance Notice |
|---|---|---|
| Planned maintenance (Cloud Bridge) | Email to account contacts | 48 hours minimum |
| Emergency maintenance (Cloud Bridge) | Email to account contacts | As soon as practicable |
| Security advisories (Cortex) | Email to account contacts | Immediately upon determination |
| Supply Drop availability | Email to account contacts + portal notification | Upon release |
9. Contact
For support requests, escalations, or SLA inquiries:
Tacitus Systems Ul. Krótka 7 97-200 Tomaszów Mazowiecki Poland Support Email: contact@tacitussystems.com