Service Levels & Support
Support channels, response targets and maintenance windows.
- Version
- 1.0
- Effective date
- 17 August 2026
- Last updated
- 17 August 2026
- Document owner
- the Groundmaster project, with responsibility assigned to its legal and compliance function
- Applicable jurisdiction
- Portugal, European Union
- Permanent URL
- https://www.groundmaster.pt/legal/sla
1.Availability objective
We aim to keep the Platform available on a continuous basis, excluding planned maintenance and events outside our reasonable control. Availability is measured as the ability to authenticate and use core functionality. The Platform must not be the sole means of meeting a time-critical regulatory obligation; see the Aviation Regulatory & Compliance Statement.
2.Support scope
- defect diagnosis and correction in the Platform;
- assistance with configuration, permissions and account administration;
- guidance on documented functionality;
- assistance with export requests and data protection requests.
3.Severity levels and response targets
| Severity | Description | Response target |
|---|---|---|
| Critical | Platform unavailable or core functionality unusable for an Organisation with no workaround | Within a few business hours |
| High | Significant functionality impaired, or data integrity concern, with limited workaround | Within one business day |
| Medium | Non-critical defect or partial impairment with an available workaround | Within a few business days |
| Low | Question, cosmetic issue, documentation request or enhancement suggestion | Within a reasonable period |
4.Support hours and channels
Support is provided during business hours in the operator's time zone via the contact channels published in the Legal & Trust Center and the Documentation. Security incidents may be reported at any time to the security contact.
5.Maintenance
Planned maintenance is scheduled where possible outside typical working hours and is announced in advance where a material interruption is expected. Emergency maintenance may be performed without prior notice where necessary to protect security, integrity or availability, with notice given as soon as practicable.
6.Exclusions
- failures caused by Customer configuration, Customer networks, devices or third-party services;
- use of the Platform contrary to the Terms of Use, the Documentation or the Acceptable Use Policy;
- events outside our reasonable control, including provider outages and connectivity failures;
- suspension applied in accordance with the Terms of Use;
- preview, beta or experimental functionality.
7.Escalation
If a response does not resolve a critical or high-severity issue, an Administrator may escalate through the legal requests page, providing the original reference so the matter can be reviewed.
Change history
| Version | Date | Change |
|---|---|---|
| 1.0 | 17 August 2026 | Initial service level and support description. |
Questions about this document can be sent to groundmaster.web@gmail.com. Formal legal, privacy, security and regulatory requests should follow the routes described in the legal requests page. Fields shown as bracketed placeholders are pending confirmation by the operating legal entity and do not constitute a statement of fact.