Service Level Policy

Availability Approach

Moklav Japan provides services on a commercially reasonable and best-effort basis. Availability depends on service type, upstream providers, customer configuration, maintenance requirements, and infrastructure conditions.

Support Handling

• Support requests are prioritized by severity, customer impact, service type, and operational urgency.
• Response and restoration times depend on issue type, required investigation, customer cooperation, and third-party dependencies.
• Managed service scope applies only to services explicitly included in the customer's arrangement.

Maintenance and Incidents

Planned maintenance may be announced where practical. Emergency maintenance may be performed without prior notice when needed to protect security, stability, or availability. Incidents are triaged and remediated based on impact.

Customer Responsibilities

Customers are responsible for application health, DNS settings, firewall rules, server security, backups, software configuration, and responding to support requests for information or access.

Exclusions

Service level expectations do not apply to customer-side issues, force majeure events, upstream failures, scheduled or emergency maintenance, abuse handling, unpaid services, unsupported software, or events outside Moklav Japan's reasonable control.