1. Availability Objectives
DS Systems aims to maintain a Service Uptime Target of 99.8%. Note that this is a performance objective, not a guarantee of uninterrupted service.
2. Incident Classification & Response
| Severity | Condition | Target Response |
|---|
| Critical | Global outage. Inaccessible via main gateway. | Within 12 Hours (Business Days) |
| Minor | UI formatting issues, Account access inquiries. | Within 3 Business Days |
3. Exclusions (Standard & Emergency)
The following scenarios are expressly excluded from any downtime calculations or liability claims:
- 3.1 Upstream Failures: Issues arising from Tier-1 Upstream Providers including Cloudflare Edge, Identity Verification APIs, Fiscal Settlement Processors.
- 3.2 Client-Side Issues: Unavailability caused by the user's ISP, browser incompatibility, or violation of Usage Terms.
- 3.3 Scheduled Maintenance: Updates announced 24 hours in advance via the Status Page.
3.4 Emergency Security Maintenance: DS Systems reserves the right to suspend access immediately and without prior notice to apply critical security patches, fix zero-day vulnerabilities, or mitigate data integrity risks. Such suspensions are classified as "Protective Measures" and do not constitute Service Downtime.
4. Limitation of Liability
DS Systems provides these services on an "AS IS" and "AS AVAILABLE" basis. To the maximum extent permitted by law:
- We are not liable for any indirect, incidental, or consequential damages (including loss of data or business interruption).
- Liability Cap: Our total cumulative liability for any claim shall not exceed the amount actually paid by the user for the service during the one (1) month period immediately preceding the incident.