CoreInto service level agreement
The service levels we aim for on the CoreInto licence server, update delivery and ticket support, including first response targets by priority and what happens to your servers if the licence server is unreachable.
Service level agreement
Last updated: 21 October 2026
This service level agreement (SLA) describes the service levels CoreInto aims to provide for CoreInto, the billing system for your hosting account.
1. Scope
This SLA covers three services for CoreInto: the licence server that issues and checks CoreInto licence keys, the delivery of CoreInto updates from that licence server, and support provided through the ticket system at system.coreinto.com/contact. It does not cover your servers, your network, your hosting customers or third-party software.
2. Support response targets
We aim to send a first response to tickets within these times, counted in business hours from when the ticket is received:
- Critical (all sites on a server down or the panel unusable): 4 business hours
- High (a major feature not working, with no workaround): 8 business hours
- Normal (a problem with a workaround, or a configuration question): 1 business day
- Low (general questions, feature requests): 2 business days
These are targets, not guarantees. A first response may be a request for more information. Resolution times depend on the problem and are not covered by these targets.
3. Setting priority
Choose the priority that matches the impact when you open a ticket. We may change the priority if it does not match the issue described.
4. Licence server availability and outages
We aim to keep the licence server available at all times. If it cannot be reached, CoreInto keeps working on its last successful licence check for a grace period. Customer websites, mail and DNS do not depend on the licence server and keep running during an outage. Even if a panel enters restricted mode, hosted sites stay online. During an outage you may not be able to activate new licences or download updates until the service returns.
5. Update delivery
Updates are delivered only from the licence server and are signed with the CoreInto release key. If update delivery is unavailable, existing installations keep running on their current version, and updates can be installed once delivery resumes.
6. Maintenance
We may carry out planned maintenance on the licence server, update delivery or ticket system. Where possible we announce planned maintenance in advance. Emergency maintenance to fix a security or stability problem may happen without notice.
7. Exclusions
This SLA does not apply to problems caused by:
- your servers, hardware, operating system, network or hosting provider;
- third-party software, services or integrations;
- changes you made to the software or its configuration outside supported methods;
- licence lapses, suspension for breach of the terms of service, or unpaid invoices;
- events outside our reasonable control, such as major internet outages or natural disasters; or
- planned or emergency maintenance.
8. Changes and contact
We may update this SLA; the date at the top shows the latest version. It forms part of the terms of service. For questions, submit a ticket.
Frequently asked questions
How quickly does CoreInto support respond to tickets?
Our first response targets are 4 business hours for Critical, 8 business hours for High, 1 business day for Normal and 2 business days for Low priority tickets. These are targets rather than guarantees, and a first response may ask for more details.
Do my websites go offline if the CoreInto licence server is down?
No. Customer websites, mail and DNS do not depend on the licence server. CoreInto keeps working on its last successful check for a grace period, and even if a panel enters restricted mode, hosted sites stay online. New activations and updates may wait until service returns.
Will I be told about planned maintenance?
Where possible, we announce planned maintenance on the licence server, update delivery or ticket system in advance. Emergency maintenance to fix a security or stability problem may happen without notice. Running servers and hosted sites are not affected by this maintenance.
What does the CoreInto SLA not cover?
It does not cover your own servers, network or hosting provider, third-party software, unsupported changes to the software, licence lapses or unpaid invoices, events outside our reasonable control, or planned and emergency maintenance. Support for those cases is still available through tickets, without the response targets.
Need support?
Open a ticket and set the priority that matches the impact.