Support and Maintenance Policy

This policy explains how we support and maintain SynCore Cloud and the customer account (the "service"). It forms part of our Terms of Service and replaces our earlier Service Level Agreement.

1. Our approach

We run the service with reasonable skill and care and work to keep it available, secure and up to date. We do this on a best-effort basis: we don’t promise that the service will be uninterrupted or error-free, and we don’t offer service credits or other compensation for interruptions. Your other rights under the Terms of Service, and any rights you have by law, are not affected.

2. Maintenance

• We apply security updates and other maintenance regularly.
• Where planned maintenance may affect you, we tell you in your account beforehand when we can, and we try to keep it short and outside busy hours.
• Urgent security fixes may be applied without notice.

3. Support

• You can get help by opening a ticket in your account or by email to support@syncoretech.net.
• Our support hours are shown on our Support page. We answer tickets in order of urgency during those hours, and security matters first.
• Security reports can be sent at any time, as described on our Security page.

4. Incidents

If there is an incident that affects you, we post a message in your account and update it until the incident is resolved.

5. What’s outside our control

Problems caused by your own systems, internet connection or misuse, and events outside our reasonable control as described in the Terms of Service, are not covered by this policy.