Can response and restoration targets be written into the support contract?

Yes. Service levels can be included in the main contract or a support schedule, but acknowledgement, mitigation, restoration, and permanent correction must be defined separately so one phrase does not carry four interpretations.

For each severity such as P0, P1, and P2, define the qualifying business impact, approved reporting channel, service hours, clock start, acknowledgement target, mitigation or restoration target, progress-update cadence, and escalation owner. A permanent correction may depend on reproduction, client data, a third-party platform, or an approved release window, so its target and valid clock pauses should also be explicit.

When planning milestones, resources, and acceptance, also compare Can Wavesteam operate and maintain a system after launch?; the linked guidance adds context that should be considered in the same decision.

Separate in-warranty defects, client environment or access failures, third-party outages, platform-policy changes, and new requirements. A 30-minute response normally means that an accountable person has accepted and classified the incident; it does not mean every fault will be permanently repaired in 30 minutes.

Wavesteam derives targets from business criticality, architecture, recovery options, and maintenance budget, then states the monitoring point and measurement method. Continuous 24×7 coverage, onsite attendance, standby capacity, and tighter recovery objectives require different staffing and cost and should be priced rather than implied.

The deliverables should include monitoring access, reporting channels, escalation contacts, incident records, and periodic SLA reports. Our public software warranty and maintenance policy explains general principles; the signed service scope determines out-of-hours coverage, onsite work, reserve resources, remedies, and the targets for a particular system.