Version: v1
# LGF Standard Support SLA — v1 **Status:** Draft for commercial review **Plan:** LGF Standard Support **Response target:** 24 elapsed calendar hours ## Support channel Support requests must be submitted through the authenticated LGF client portal web form. Email, telephone, chat, and other channels are not included in this plan. ## Response commitment Linden Infrastructure Labs targets an initial human response within 24 elapsed hours after a valid ticket is accepted by the support system. The clock runs continuously, including weekends and holidays. An automated acknowledgment is not an initial human response. ## Resolution No resolution time is guaranteed. The response target is not a promise to resolve an issue within a particular period. ## Scope LGF Standard Support covers the LGF framework and LGF-governed infrastructure functions, including framework installation and lifecycle, Operator Console, bench orchestration, LGF-managed identity and DNS, LGF-managed storage and file services, backup/restore/migration orchestration, verification, repair, licensing, and governed infrastructure operations. Third-party platforms and applications deployed through LGF are excluded from application-specific support. This includes application defects, application configuration, custom code, and unrelated hardware or network administration. If a problem originates in LGF orchestration or governance, it remains in scope even when the visible symptom appears inside a deployed platform. ## Customer responsibilities Customers must provide sufficient information, reasonable cooperation, and diagnostic access when requested and agreed. ## Service availability Support eligibility requires a verified active support agreement. Perpetual LGF software rights remain valid when support ends. ## Limitations The response target is not an uptime guarantee, managed-service commitment, or guaranteed repair. ## Agreement changes SLA versions are retained for auditability. This v1 document is a draft and requires commercial approval before being presented as binding checkout terms.