Service Delivery Policy

Scope

This policy describes how ecoma.io delivers the services you subscribe to: where they run, how they are maintained, and how operational incidents are handled.

Delivery model

The service is delivered as a hosted platform served from regional edge infrastructure. You do not need to install or maintain server software to use it.

The public website and documentation are served under a locale prefix, so every URL names the language it renders in.

Maintenance and changes

Routine maintenance is performed without service interruption wherever the platform allows it. When a maintenance window cannot be avoided, it is scheduled and announced in advance.

Incidents and status

Operational incidents are triaged as they are detected. We work to restore service first, then to publish an explanation of the cause and the fix for significant incidents.

Support

Support is provided through the channels published on the service surface you use. Response expectations depend on your subscription tier and the severity of the issue.