# Service Level Guidelines

## Purpose

The Service Level Guidelines establish general expectations regarding support response times and maintenance services.

---

## Support Channels

Support may be provided through:

- Email
- Scheduled meetings
- Documentation
- Knowledge transfer sessions

---

## Priority Levels

### Critical

Platform unavailable.

Target Response:

Within 1 business day.

---

### High

Major functionality impaired.

Target Response:

Within 2 business days.

---

### Medium

Operational issue with workaround available.

Target Response:

Within 3 business days.

---

### Low

General questions, content updates, or enhancement discussions.

Target Response:

Within 5 business days.

---

## Maintenance Services

Maintenance may include:

- Platform monitoring
- Dependency updates
- Security updates
- Configuration reviews
- Operational guidance

---

## Exclusions

Service levels do not apply to:

- New feature development
- Major redesigns
- New integrations
- Third-party outages
- Force majeure events

---

## Availability

Support services are provided during normal business operating periods unless otherwise specified in a separate agreement.

---

## Continuous Improvement

JLT-Lane Blueprint Studio continually evaluates operational practices to improve reliability, maintainability, and client outcomes.