SLA and support policy

This public page describes Halthia operational service and support objectives for B2B center and service-business customers.

It does not replace signed contractual terms. If a signed agreement or service addendum exists, that contractual document prevails.

Unless expressly agreed in contract or addendum, these are reference targets and do not create automatic penalties or service credits.

Indicative monthly application availability target: 99.9%, excluding scheduled maintenance and events outside reasonable control.

Availability is measured at overall service access level and does not guarantee uptime of each third-party integration.

For enterprise agreements with higher requirements, Halthia can define additional targets by addendum.

Scheduled maintenance is preferably performed outside Spain business hours to reduce operational impact.

Whenever feasible, affected customers are notified with reasonable notice through support email.

Emergency maintenance for security or stability reasons may be applied with reduced notice.

Primary support channel: support@halthia.com.

Standard support hours target: Monday-Friday, 09:00-18:00 (CET/CEST), excluding Spanish national holidays.

Enterprise customers may define extended support conditions through commercial addenda.

Critical severity (service unavailable or high risk): target first response under 4 business hours.

High severity (essential function degraded without practical workaround): target first response under 8 business hours.

Medium severity (partial impact or workaround available): target first response under 1 business day.

Low severity (question, minor issue or enhancement request): target first response under 2 business days.

These times refer to initial support response and do not constitute a guaranteed final resolution deadline.

Events caused by third parties outside reasonable control are not considered SLA breaches (cloud outages, external connectivity issues, force majeure).

Unsupported configurations, misuse, or incidents originated in customer-controlled systems may require additional analysis outside standard SLA scope.

Current public reference version: 2026-04.

To request enterprise service addenda, custom targets or legal review: support@halthia.com.