1. Service availability
Aqari aims to provide reliable access to the platform. Specific uptime commitments, service credits, support hours, and escalation paths should be stated in the applicable order form or paid subscription agreement.
Trial workspaces and beta features may be provided without formal uptime commitments unless agreed in writing.
2. Support scope
- Assistance with platform access, standard configuration, defects, and usage questions.
- Implementation, data migration, integrations, custom reports, and training may require a separate paid scope.
- Support requests should include clear steps, screenshots, user details, affected records, and urgency.
3. Maintenance and updates
Aqari may perform planned or emergency maintenance to improve reliability, security, performance, or functionality. Where practical, planned maintenance will be scheduled to reduce operational impact.
4. Exclusions
Availability calculations and support commitments normally exclude customer network issues, third-party outages, force majeure events, misuse, unsupported customizations, customer-side configuration mistakes, and scheduled maintenance.
Last updated: June 13, 2026.