Service and Support Boundaries

The committed Service scope is defined exclusively by the approved Order and the service documents expressly incorporated there. Public descriptions do not expand that scope.

Support includes intake, classification, investigation, and coordination of questions and disruptions within the agreed Service scope. Product consulting, project services, or Customer-side configuration are included only where expressly agreed.

Support cases are submitted through the monitored channel designated in the applicable service document. Another contact path does not establish receipt or a service level.

The Customer designates authorised contacts and keeps their details current. CUTO may verify authorisation and the affected organisation or project scope before handling the case.

The Customer provides the information required for classification, protects credentials and other secrets, and does not include personal data that is unnecessary for handling the case.

The Customer reasonably cooperates with reproduction, diagnosis, safe mitigations, and recovery verification and reports material changes to the case.

Access by CUTO to Customer data or Customer environments occurs only for the required case, within the authorised scope, and by designated roles.

Approved support access is linked to the case, recorded for traceability, and ended or revoked when no longer required.

CUTO assigns cases to a severity class based on impact, scope, available workaround, security relevance, and need for action and may change the classification when new information emerges.

S1 Critical means a severe production impact without a viable workaround or a confirmed security event with potentially material impact that requires immediate coordinated escalation.

S2 High means a material impairment of essential functions or a security risk with limited impact for which no adequate workaround is available.

S3 Normal means a limited impact, a reproducible malfunction with a viable workaround, or a question that does not materially impede core production use.

S4 Service Request means an information, usage, or change request without current production impact or a confirmed security event.

CUTO assesses scope and severity, identifies the next responsible role, and escalates according to impact, uncertainty, dependencies, and required decision authority.

The Customer may request reassessment through the designated support channel by identifying the case, impact, urgency, and new facts.

CUTO manages planned and urgent maintenance under the approved change process. Scope, Customer communication, and exceptions follow the applicable service documents.

For a Customer-relevant incident, CUTO coordinates communications through the approved contact path and provides confirmed information as available concerning impact, handling status, mitigations, and recovery.

For a personal data breach affecting Customer Personal Data, the notification and assistance rules in the expressly incorporated DPA apply. This Service Boundary neither replaces nor expands them.

CUTO uses documented recovery objectives and ordered recovery procedures for the relevant Service scope. Numeric objectives, restoration deadlines, or availability values exist only in expressly applicable and approved service documents.

Support does not include investigation outside the agreed Service scope, remediation of Customer-side or third-party causes, or services that must be separately agreed as project, consulting, or custom-development services.

Each version is identified by document ID, version, and effective date. Changes, notices, precedence, and archiving follow the approved document-governance rules and applicable contracting process.

In the event of a conflict, the expressly approved precedence of the incorporated contract documents applies to the relevant subject matter. Final precedence remains subject to legal review.