Support and service-level schedule template

This is a commercial drafting template, not a current service commitment.

Severity	Example	Initial response target	Update target
S1	Material security event or service unavailable for most users	`[30 minutes, 24×7]`	`[hourly]`
S2	Major function unavailable with no reasonable workaround	`[4 business hours]`	`[daily]`
S3	Limited defect or general support question	`[1 business day]`	`[as agreed]`

Define the monthly availability target, exclusions, maintenance notice, measurement source, service credits, support channel, escalation contacts, backup frequency, and contracted RTO/RPO per deployment. Shared, dedicated, and self-hosted plans must not reuse the same commitment unless their operating responsibilities are actually equivalent.

For self-hosted installations, separate vendor software support from university infrastructure, network, identity, database, storage, backup, and monitoring responsibility.

Next: incident response