Service level agreement (SLA)

Write to support@orygent.net. Support works Monday to Friday, 9:00 to 18:00 Central European Time, except Spanish national holidays ("business hours").

Critical (you cannot access a paid enrolment, or payment taken but no enrolment): first response within 4 business hours.

High (a feature you need is broken, such as evidence upload, the viva or the mentor): first response within 1 business day.

Normal (questions, account changes, invoices): first response within 2 business days.

Team quotes for organisations: within 2 business days.

Live deployment reviews: within 72 hours of submission.

Integrity lock appeals: a decision within 14 days.

Refunds that are due: paid within 14 days (see the Withdrawal and refund policy).

Requests about your personal data: answered within one month, as required by the GDPR.

Target: 99.5% monthly availability of the learner area (cockpit, missions, vault, viva, wallet) and credential verification, excluding announced maintenance.

Planned maintenance is announced at least 48 hours in advance and scheduled outside European business hours where possible.

Every enrolment active during the month receives an extension of its completion window equal to twice the total downtime, applied by our team within 5 business days.

Organisations with team enrolments may also request a written incident report.

Problems caused by your network, device or browser; third-party services outside our control (for example a learner's own deployment host); misuse or integrity breaches; and force majeure.