Legal: Service levels & support
Legal
Service Levels & Support
Download PDFEffective 13 November 2026 · Defy Technologies Pte Limited
For existing customers, material changes to these terms take effect only in accordance with the notice and change provisions in section 2 of the Terms of Service. Publishing an updated page does not itself replace the required notice.
1. Service Levels, Support Tiers & Availability
Support response targets depend on the tier included in your Service Agreement and the severity of the issue. These are targets for initial response and engagement, not guarantees of a fixed resolution time — resolution depends on the nature of the underlying problem, including factors outside Defy's control such as a third-party vendor's own response time.
| Severity | Standard tier | Priority tier |
| 1 — Critical (complete outage, active security incident) | 4 business hours | 1 business hour |
| 2 — High (major degradation, workaround exists) | 1 Business Day | 4 business hours |
| 3 — Normal (limited impact) | 2 Business Days | 1 Business Day |
| 4 — Low (general request, minor/cosmetic) | 3 Business Days | 3 Business Days |
"Standard tier" reflects business-hours coverage (Monday–Friday, 8am–5pm Fiji Standard Time). "Priority tier" is an upgraded Managed Services plan with extended coverage; exact hours and whether Priority applies to your account are set out in your Service Agreement.
For Cloud Platform infrastructure (hosting and compute services), Defy separately targets 99.9% monthly uptime, measured at the platform level — approximately 43.2 minutes in a 30-day month, before the stated exclusions. This target excludes scheduled maintenance (see section 2), emergency maintenance to address an active security risk, Force Majeure Events, and outages originating solely from a network or hardware fault outside Defy's control. This is a service target, not a guaranteed credit-backed SLA, unless a specific service level agreement with defined remedies is set out in your Service Agreement.
For this target, monthly availability is 100 × (eligible minutes minus unavailable minutes) / eligible minutes, using the actual minutes in the calendar month. Eligible minutes exclude the maintenance and other events stated above. Unavailable minutes are periods in which the available platform monitoring and incident records establish that the relevant hosting or compute platform cannot serve requests because of an in-scope platform failure; a failure confined to your application or configuration, your connectivity, or public Internet connectivity outside Defy's control is excluded. An out-of-scope exclusion does not cover downtime caused by Defy's own configuration or management failure. This measurement is for the target and creates no automatic credit or guaranteed restoration time; an agreed SLA may specify a different measurement and remedy.
2. Technical Support & Maintenance
Initial response targets by tier and severity are set out in section 1. Phone and chat support are available Monday–Friday, 8am–5pm Fiji Standard Time for Standard tier; extended hours for Priority tier are set out in your Service Agreement.
Routine maintenance affecting Cloud Platform infrastructure or a Managed Environment is scheduled outside Fiji business hours where practicable, with advance notice through the Services or by email, consistent with the change management policy in the Managed Services terms.