Support and Service Level Agreement
Contact
Email: support@consumeit.se
Security issues: security@consumeit.se
Hours: Monday-Friday, 08:00-18:00 CET, excluding Swedish public holidays.
Languages: Swedish and English.
Response targets
| Severity | Target first response |
|---|---|
| S1: service unavailable with no workaround | 2 business hours |
| S2: major feature unavailable | 1 business day |
| S3: minor issue or question | 2 business days |
| S4: cosmetic or enhancement request | 5 business days |
Availability
Consumeit targets 99.9% monthly availability for the CloudSaver service, excluding announced maintenance, Microsoft platform outages, customer configuration, unsupported integrations and force majeure. Availability is measured for the production service only; Preview, trial and pre-release features are provided without an availability commitment. If the target is missed, contact support within 30 days to discuss the applicable remedy under your agreement.
Scope and exclusions
Response targets are targets, not guaranteed resolution times. Support does not include customer tenant administration, third-party service remediation, data recovery from customer backups, custom development or issues caused by unsupported configuration, customer credentials, Microsoft platform outages or use outside the documented service scope.
Responsible disclosure
Report suspected vulnerabilities to security@consumeit.se. Do not run intrusive or automated tests against production without written authorisation.