Service Level Schedule
Code Engines Software LLC — trading as CASENGINE
Version 1.0 · Effective 29 September 2026 · The Service Level Schedule referred to in Section 17 of the Terms and Conditions · Published at https://casengine.app/service-levels/ where each version is retained
This schedule sets out the Availability Target for the hosted Service and the support hours, severity levels and response targets referred to in Clauses 17.1 and 17.5 of the Terms and Conditions. Words defined in the Terms and Conditions have the same meaning here. Where a Subscriber has agreed an Enterprise Service Level Schedule in writing, that schedule prevails for that Subscriber, as provided in Clause 17.4A.
1. Availability
1.1 The Availability Target for the hosted Service is 99.5% of each calendar month.
1.2 Availability is measured as set out in Clause 17.2 of the Terms and Conditions: the total number of minutes in the month less Downtime, divided by the total number of minutes in that month, determined by Code Engines’ monitoring.
1.3 The exclusions in Clause 17.3 apply, including scheduled and emergency maintenance, unavailability of any Third Party Service or integration, failure of the Subscriber’s own network, devices or internet access, permitted suspension, a Force Majeure Event, and any On-Premise Deployment.
1.4 The Availability Target is a service commitment and not a warranty. As provided in Clause 17.4, no service credits or refunds are payable for a failure to meet it.
2. Maintenance
2.1 Scheduled maintenance is notified in advance under Clause 2.11 of the Terms and Conditions and is planned, wherever practicable, outside 08:00–20:00 Gulf Standard Time on working days.
2.2 Emergency maintenance may be carried out at any time where urgent action is required to protect the Service, its data or its users. Code Engines notifies Administrators as soon as reasonably practicable.
3. Support hours and channels
3.1 Technical support is provided as described in Clause 15.2 of the Terms and Conditions, by email and electronic support ticket, to Users with active subscriptions.
3.2 Support hours are 09:00–18:00 Gulf Standard Time (GMT+4), Monday to Friday, excluding public holidays in the United Arab Emirates (“Business Hours”). A “Business Day” is any day on which support hours are kept.
3.3 Requests received outside Business Hours are treated as received at the start of the next Business Day.
3.4 Support covers use of the Service, defects and outages. It does not include data entry, migration, configuration projects, or physical training or support visits, which are available as added services under Clause 15.2.
4. Severity levels and response targets
4.1 Code Engines assigns a severity level on receipt, acting reasonably, and may change it as the position becomes clearer. Response time is the time to a substantive human response, not to resolution.
| Severity | Meaning | Target response | Target restoration |
|---|---|---|---|
| 1 — Critical | The hosted Service is wholly unavailable, or data integrity is at risk, for all Users of the Subscriber. | 4 Business Hours | Continuous effort during Business Hours until a fix or workaround is in place |
| 2 — High | A principal function is unusable with no reasonable workaround, and the Subscriber’s work is materially affected. | 1 Business Day | 5 Business Days for a fix or workaround |
| 3 — Medium | A function behaves incorrectly but a workaround exists, or the effect is limited to some Users. | 3 Business Days | Addressed in a future release |
| 4 — Low | Questions, cosmetic issues, guidance and change requests. | 5 Business Days | No target |
4.2 Targets assume that the Subscriber provides the information reasonably needed to reproduce and investigate the issue, and that a named contact is available while it is being worked on.
4.3 As provided in Clause 17.5 of the Terms and Conditions, these targets are service objectives that Code Engines uses commercially reasonable efforts to meet. They are not warranties, no service credits or other compensation are payable for a failure to meet them, and a failure to meet a target does not of itself constitute a breach of the Agreement.
5. Changes to this schedule
5.1 Code Engines may update this schedule from time to time. Where a change reduces the Availability Target or a response target, Administrators are given at least thirty (30) days’ notice before it takes effect, and each published version is retained at the address above.
5.2 Questions about this schedule may be sent to support@codengines.com.