Primustech, at its sole discretion, reserves the right to determine whether, when, and how to develop, release, and apply any Update or Upgrade to the Customer’s instances of the subscription service.
Prior to any upcoming Releases, Upgrades, Updates, or Maintenance Activities, which may include but are not limited to:
a. Performance enhancements
b. Security patches
c. Bug fixes
d. Feature modifications or additions
e. Infrastructure optimization
f. Scheduled or planned maintenance
Primustech will provide advance notice of the expected impact or downtime through the customer portal and email notifications as follows:
Major Works – at least five (5) business days in advance
Minor Works – at least two (2) business days in advance
Emergency Exception Clause
Primustech may, without prior notice or on very short notice (<2 hours including immediate action), apply emergency patches, fixes, or maintenance to the Software or Services if reasonably necessary to address urgent issues including but not limited to:
- Critical Security Vulnerabilities: To address exploits, malware, or zero-day vulnerabilities that could compromise Customer data or system integrity.
- Service Availability Threats: To prevent or mitigate imminent outages, performance degradation, or denial-of-service attacks.
- Legal or Regulatory Compliance: To comply with new or urgent legal, regulatory, or governmental requirements.
- Third-Party Dependencies: To resolve issues caused by failures or urgent updates from third-party vendors, libraries, or infrastructure providers.
- Data Integrity Risks: To prevent data corruption, loss, or unauthorized access.
- Intellectual Property Protection: To prevent infringement or misappropriation of third-party intellectual property rights.
- Safety or Operational Risks: Where failure to act could impact the physical safety of persons or critical operations (e.g., IoT or building management systems).
Where applicable, updates will be scheduled during off peak hours to minimize service disruption. Any expected downtime will be communicated in advance.
Following each Update or Upgrade, Primustech will actively monitor the platform to ensure stable performance and smooth user experience.
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