Service Levels & Continuity

The standard operational objective is at least 99.5% monthly availability for online functionality under M2.IA’s reasonable control, excluding planned maintenance, external-provider failures, force majeure, legitimate suspension, customer configuration and incidents originating in external integrations.

Response objectives are not resolution-time guarantees.

Planned maintenance with material impact will, where reasonably possible, occur in lower-usage windows with prior notice. Urgent security work may be performed without advance notice where delay would materially increase risk.

For the initial launch, M2.IA adopts internal continuity objectives of RPO up to 24 hours and RTO up to 24 hours for catastrophic incidents requiring restoration, subject to underlying infrastructure capabilities and incident characteristics. These objectives do not replace a separately contracted commitment.

The continuity approach combines hosting-platform capabilities, code checkpoints, rollback procedures, readiness gates and preservation of operational evidence. The design will be reviewed as volume, criticality and contractual obligations evolve.

AI models, APIs, cloud services, DNS, email and connectors may affect service availability without being directly controlled by M2.IA. Operations should distinguish product failures from provider failures and apply fallback or communication where technically feasible.

Enterprise customers may negotiate different availability targets, support objectives, RPO/RTO, maintenance windows, escalation and service credits. Any such commitment must be documented in an executed agreement and prevails over this policy to the expressly agreed extent.