13. Service Levels, Maintenance, & Support

13.1 Service Availability

GEOReport will use commercially reasonable efforts to ensure the Services are available on a 24/7 basis, excluding downtime caused by:

d) Scheduled maintenance (with reasonable advance notice);

e) Emergency maintenance required to address critical vulnerabilities or system failures;

f) Events of force majeure as described in Section 14;

g) Failures of Third-Party Services outside GEOReport’s reasonable control.

13.2 No Absolute Uptime Guarantee

While GEOReport strives for high availability, no service can be guaranteed to be uninterrupted or error-free. GEOReport expressly disclaims liability for unavailability, delays, or interruptions, except where otherwise expressly agreed in a separate Service Level Agreement (SLA).

13.3 Scheduled Maintenance

a) GEOReport will conduct scheduled maintenance during low-usage periods where practicable.

b) Advance notice will be provided via the Services or by email for any maintenance expected to materially impact availability.

c) Users acknowledge that scheduled maintenance is necessary for continued security and performance.

13.4 Support Services

During your Subscription Term, GEOReport will provide standard support services via email at [e-mail] (or other designated channels). Standard support includes:

a) Responding to service-related inquiries within two business days;

b) Providing assistance with Account issues, billing questions, and technical troubleshooting;

c) Addressing service-impacting errors in accordance with internal prioritization policies.

13.5 Exclusions from Support

Support obligations do not extend to issues arising from:

a) User negligence or misuse of the Services;

b) Unauthorized modifications, integrations, or third-party software;

c) Network, hardware, or software outside GEOReport’s control;

d) Use of Beta, Trial, or Preview features (which are provided “AS-IS”).

13.6 Modifications to Services

GEOReport may update, modify, or discontinue any part of the Services as technology evolves. Where such changes materially reduce functionality, advance notice will be provided, and you may exercise rights under Section 20 (Effects of Termination & Survival).