PART THREE
Service Level Framework
Applies to BangoPure corporate servicesEffective from: 5 June 2026
This framework describes how BangoPure approaches availability, support and incident response for corporate services. Specific service-level commitments are set out in the applicable order form or service agreement. Where an enterprise agreement contains specific service-level terms, those terms prevail.
Framework
BangoPure operates a tiered service-level framework for its corporate services. Each customer agreement references the framework tier applicable to that customer's services, together with the agreed support model and any service-credit mechanics.
Public service-level statements published outside of an executed agreement are informational. They do not by themselves create an enforceable commitment in the absence of an agreement that references them.
Availability Warranty
BangoPure uses commercially reasonable efforts to maintain platform availability consistent with the service-level commitment in the applicable agreement. Planned maintenance windows are excluded from the availability calculation and are communicated in advance through the support channel agreed with the customer.
Service Credit Mechanics
Where a service agreement provides for service credits in the event of a service-level breach, the calculation method, the credit cap and the sole-and-exclusive-remedy nature of the credit are set out in that agreement. Service credits are not transferable and have no cash value.
Incident Response
BangoPure operates a severity-based incident response model:
| Severity | Description |
|---|---|
| Critical | Total outage or data-integrity event on a production service. Engaged on a priority basis with regular status updates. |
| Major | Degraded service materially affecting use. Engaged promptly with status updates through resolution. |
| Minor | A single function affected, with a workaround available. Tracked and addressed during normal operating hours. |
| Cosmetic | No service impact. Tracked in the next release cycle. |
Specific response and update cadences for each severity are set out in the applicable service agreement.
Support
Each corporate customer is allocated a named contact and a dedicated communication channel agreed at onboarding. Routine queries are handled through the general support inbox. Urgent matters are handled through the channel set out in the applicable agreement.
General support inbox: info@bangopure.com.
Force Majeure
BangoPure is not in breach of these commitments to the extent that performance is prevented or delayed by a Force Majeure event, as defined in the Terms of Service. Where a Force Majeure event continues beyond the period set out in the applicable agreement, either party may terminate the affected service on written notice.
Pilot-phase framework
Pilot and design-partner services operate under the pilot agreement signed with the partner. The framework above describes how the service-level model will operate at general availability; it does not create an independently enforceable commitment in respect of pilot services unless expressly incorporated in the pilot agreement.