ASCA Support, Maintenance, and Service-Level Policy

Support channels, eligibility, hours, response targets, severity definitions, maintenance windows, monitoring, incident communications, service credits, and claim procedures must be stated only in an approved Order Form or service schedule supported by actual operations. This policy creates no availability guarantee, response target, service credit, or sole remedy.

Third-Party Services, Customer configuration, planned maintenance, emergency maintenance, and circumstances outside ASCA’s documented control may affect Services. A service credit is not a cash refund unless an approved arrangement says otherwise.

Package relationship and precedence

This document is one instrument in the Commercial agreements package. It must be read with the Terms of Service, Privacy Policy, Acceptable Use Policy, the applicable organization agreement or order, and any schedule expressly incorporated into that agreement. A product page, help article, sales statement, roadmap, or technical description does not amend this document.

If two documents appear to conflict, the more specific accepted document controls only for its stated subject and audience. A signed or otherwise verified negotiated instrument controls over standard online terms within its express scope. Mandatory law continues to apply. Technical access, possession of a credential, or use of a feature does not by itself create authority, a service commitment, or an acceptance event.

Acceptance and authority

The contemplated acceptance method is incorporated-where-offered. Access to a dashboard, possession of a credential, technical administrator status, or use of a feature does not by itself prove authority to bind another person or organization. ASCA may require evidence of identity, role, delegation, ownership, or approval before allowing a person to accept, configure, transfer, export, or terminate a governed relationship.

Each actor must stay within the authority granted by the applicable organization and service. For this package, relevant actors may include customer representatives, administrators, authorized users, and ASCA. A configuration cannot transfer a legal duty that the applicable law or an accepted agreement assigns elsewhere.

Records, privacy, and security

ASCA may maintain version, acceptance, configuration, authorization, notice, support, security, billing, and transition records needed to administer this document and establish what occurred. Those records remain subject to the applicable privacy, security, retention, legal-preservation, and access-control rules. An organization must not use an ASCA feature to obtain information it is not authorized to collect, disclose, or use.

Users must protect credentials, use the least access reasonably needed, review delegated access, and promptly report suspected compromise or misuse. Public legal text describes user-facing responsibilities and safeguards without publishing confidential processing architecture, security controls, abuse-detection methods, or other protected system design.

Changes, suspension, and transition

ASCA may change a feature, integration, limit, or security control when needed to operate, secure, or improve the service. A change that materially alters an accepted legal commitment requires the notice, review, and reacceptance process applicable to that commitment. Routine technical changes that preserve the documented purpose do not create a new contract by themselves.

Access may be restricted to address security risk, abuse, legal process, nonpayment where applicable, loss of authority, or material breach. Suspension does not decide ownership, erase records, waive payment, or cancel export, preservation, incident, or transition duties. Termination and offboarding must follow the applicable package documents and recorded organization authority.

Governing law and disputes

This document and any dispute arising from or relating to it are governed by the laws of Singapore, without regard to conflict-of-law principles. Subject to mandatory law and any expressly accepted dispute procedure, the courts of Singapore have exclusive jurisdiction.

These standard online terms do not require arbitration unless a separately signed agreement expressly provides otherwise. Nothing in this document excludes a right or remedy that applicable law does not permit the parties to exclude.