Support and Availability Policy

Support channel

Email through support@cemstree.com is the supported launch channel. Phone, 24/7, and Sunday staffing are not included. Business days are Monday through Friday, excluding United States federal holidays, measured in Eastern Time.

Initial-response goals

• Critical: next staffed business day, prioritized ahead of routine work.
• High: within 2 business days.
• Normal: within 3 business days.
• Low: within 5 business days.

Maintenance

Cemstree targets at least 72 hours’ advance notice for planned maintenance expected to materially affect customer access when practical. Emergency security or reliability work and provider incidents may require immediate action without advance notice.

Availability limits

Cemstree does not offer a contractual uptime percentage or service credits at launch. Response times are good-faith goals, not guarantees of resolution, recovery, provider action, or product changes.

Contact

Privacy, legal, accessibility, billing, and support requests may be sent to support@cemstree.com. Security vulnerabilities, suspected unauthorized access, and abuse reports should be sent to security@cemstree.com.