MiniStockCloudSupport and SLA
Draft support expectations for private beta and future paid SaaS plans. Final SLA commitments should be set only after production monitoring is proven.
Private beta support
Private beta support is guided and manual. Customers should report issues through the in-app support request flow or the public contact form.
Severity levels
Critical issues block login, tenant access, quotation generation, or inventory correctness. High issues affect important workflows. Normal issues cover questions and minor defects.
Response targets
Initial private-beta targets are best-effort. Paid production response targets should be defined per plan after monitoring, backup, and escalation ownership are finalized.
Maintenance
Planned maintenance should be announced before production use whenever practical. Emergency maintenance may be performed to protect data or service security.
Customer responsibilities
Customers should report accurate issue details, avoid sharing passwords, and keep local exports/backups as required by their own business process.
Exclusions
The SLA should exclude customer internet outages, third-party service outages, incorrect customer-entered data, unsupported browser environments, and force majeure events.