Support and Responsibility Allocation

This section describes how the Netgraph Connectivity Platform is operated, the service levels available, and how support responsibility is divided between the customer, the partner, and Netgraph. Specific availability targets, recovery objectives, and commercial terms are set in the applicable agreement and its service level appendix.

At a glance

Service levels: Basic · Standard · Premium · Exclusive
Minimum: Standard for all services except Sign In Go
Responsibility: License: Netgraph supports the end customer directly. Managed: partner 1st and 2nd line, Netgraph 3rd
Targets: Availability, RPO, and RTO per agreement

Operations and availability

Netgraph operates the platform as a fully cloud-native, multi-tenant SaaS, hosted in secure and highly available EU data centers or approved public cloud environments. As part of normal operations, Netgraph maintains:

Continuous infrastructure monitoring and alerting.
Regular software updates and version control.
Encrypted backups and disaster recovery procedures.
Operational separation between customers and tenants.
Incident and maintenance logs.

Availability percentages, recovery point objectives, and recovery time objectives are defined in the applicable agreement.

Service levels

Support is delivered at the service level agreed in the contract. Response times are measured from the point a case is registered through an in-scope channel.

Service level	Service hours	Critical response	Minor response	Channels
Basic	Mon to Fri, 08:00 to 17:00 CET	2 business days	4 business days	Web portal
Standard	Mon to Fri, 08:00 to 17:00 CET	Under 3 hours	Under 6 hours	Web, email
Premium	Daily, 08:00 to 22:00 CET	Under 1 hour	Under 4 hours	Web, email
Exclusive	24 / 7 / 365	Under 30 minutes	Under 2 hours	Web, email, phone

Standard is the minimum service level for all services other than Sign In Go, for which Basic applies. Premium and Exclusive are optional upgrades; phone support is included with Exclusive. The service level must match the partner type and the contract scope.

Error classification

Incoming cases are categorized and prioritized by Netgraph according to business impact and technical scope.

Classification	Description
Critical	Service outage or severe degradation. No workaround.
Major	Key functionality broken. A workaround is available.
Minor	Cosmetic or limited feature defect. Low impact.
Request	General question, proposal, or minor configuration help.

Division of responsibility

Support is delivered as a shared model whose split depends on the partner type:

License partner. The partner sells and packages the service and does not carry a support obligation. Netgraph provides support to the end customer directly, within the agreed service level.
Managed partner. The partner provides first-line and second-line support to the end customer, and Netgraph provides third-line support within the agreed service level.

Where a partner provides support, it aggregates and technically validates issues before escalation, and submits each case with the supporting detail needed to investigate it, such as logs, device identifiers, timestamps, and a description of the issue. Netgraph assists with troubleshooting, defect investigation, and configuration validation, and maintains changelogs and communication on incidents and maintenance.

Service level exclusions

The service levels above do not apply to situations outside Netgraph’s control, including:

Incidents caused by the partner’s or the end customer’s infrastructure, firewalls, or networks.
DNS resolution failures, or VLANs and access controls misconfigured by the customer.
Errors arising from unsupported devices or from improper use of APIs and integrations.
Planned maintenance notified at least 48 hours in advance, up to six hours per month.
Force majeure events, as defined in the agreement.

Support channels

Web portal: support.netgraph.se
Email: servicedesk@netgraph.se

Phone support is available to customers on the Exclusive service level and for emergency call-out as defined in the agreement. A dedicated managed-service portal is available to managed partners.

Technical onboarding and advice

Technical onboarding, design assistance, and training are available to a partner’s representatives. This includes a remote walkthrough of the product portfolio, deployment best practices, access to roadmap and release information, and demo accounts and test environments. Support for customer-specific integrations or developments may be quoted separately and is outside the scope of the standard service level.

Security and Data Protection: how data is protected in operation.
Logging, Reporting, and Retention: audit and retention model.

Licensing

How the Netgraph Connectivity Platform is licensed: platform delivery licenses, per-service module licensing, service levels, and sales through authorized partners.

Limitations

Platform-level boundaries of the Netgraph Connectivity Platform: what it depends on, what it does not provide, and the prerequisites a customer must meet.