Atlas Mind policy
1. Purpose and application
This document sets honest expectations about maintenance, outages and support commitments without inventing a percentage availability guarantee.
2. Substantive provisions
2.1. Coverage
Define the service components, supported environments, dependencies and exclusions before making public availability statements. Connector downtime or third-party API changes must be described separately from Forlais-operated components.
2.2. Planned maintenance
Where practicable, announce material planned maintenance in the product or by another documented channel, including expected impact and recovery information.
2.3. Incidents
Publish confirmed incident updates when customer impact warrants disclosure, with appropriately protected root-cause details and corrective actions. Do not claim a status page or 24/7 response unless operationally staffed.
2.4. Contractual SLA boundary
Only an executed enterprise SLA sets binding availability credits, measurement windows or support response commitments. Marketing copy and this general notice cannot silently introduce unapproved guarantees.
3. Customer rights, administration and changes
Nothing in this document is intended to restrict rights that cannot lawfully be excluded, including applicable statutory consumer and data protection rights. Where this document conflicts with mandatory law, the mandatory rule prevails. Complaints, concerns and requests should be directed through the verified contact details published by Forlais.
Forlais may revise this policy to reflect changes in the service, third-party requirements or applicable law. Any revision that materially affects customer rights will be communicated in the manner and timeframe required by the applicable agreement and law.