Customer Service Agreement
Support, service availability, and operational commitments.
Effective and last updated: July 29, 2026
Availability objective
The production service targets 99.9% monthly availability. Exclusions include announced maintenance, customer or third-party systems, force majeure, misuse, and beta features. Binding service credits, if any, are defined in the customer order form.
Support commitments
- Critical production outage: continuous triage, target initial response within 1 hour for eligible plans.
- High-impact degradation: target initial response within 4 business hours.
- Standard questions and requests: target initial response within 1 business day.
- Security reports: security@tanxor.com with prioritized handling.
Maintenance and incidents
Planned maintenance is communicated in advance where practicable. Material incidents are tracked through the public status page, and qualifying customers receive post-incident summaries.
Continuity targets
The production architecture targets an RPO of 24 hours or better and an RTO of 8 hours or better unless a different order form applies. Restore tests and backup retention support these targets.
Customer obligations
Customers maintain supported integrations, valid contacts, secure credentials, and reasonable usage. Service commitments depend on timely cooperation and accurate incident information.
These published documents are the platform’s standard terms. Signed order forms and negotiated agreements control where they expressly differ. Organizations should obtain legal review appropriate to their jurisdiction and use case.