Maintenance service level agreement

Draft for legal review.

• Availability target: 99.5% per month, excluding announced maintenance windows (Sundays 02:00 to 04:00 Dubai time). Live status: /status.
• Support: email support, first response within 1 business day; critical incidents (service down, data exposure) within 4 hours.
• Updates: security patches as needed; methodology updates when LGS releases a new version.
• Backups: daily, kept 30 days, restore tested every quarter.
• Service credits: to be defined by counsel.