Open decisions
- service window and measurement method for availability;
- exclusions for planned maintenance and external AI providers;
- P0, P1 and P2 definitions, first response and update frequency;
- support channels per plan and escalation path;
- service credits or other remedies;
- maintenance windows and advance notice.
What already applies as a design principle
Incidents get an owner and a status; planned changes get a rollback plan; outages at an external provider are visibly separated from outages in Jarvis; critical customer actions stay auditable.
What applies today
As long as no service level agreement has been made, the arrangements in the terms that apply to you hold: consumer or business. There is no commitment on this page about uptime or response time, because we cannot measure those yet.