Support hours
U.S. business days, 9:00 a.m.-5:00 p.m. Eastern Time. No 24x7 coverage is implied.
Operating assurance
A candid statement of current support capacity and continuity boundaries.
The current operating model is principal-led. This statement makes that dependency reviewable instead of implying staffing, coverage, or recovery commitments that do not exist in a signed agreement.
Download operating assurance PDFEscalation
Operational and security issues route to ian@pwlogicongroup.com. Tenant-isolation or material security reports are treated as Critical until triaged.
Response targets
Same business day for Critical issues during the support window, one business day for High, and two business days for Standard. These are launch targets, not an SLA.
Delivery ownership
ApertureRisks is currently principal-led under PWLogiConGroup LLC. Named backup personnel or round-the-clock incident staffing are not publicly represented as available.
Infrastructure and deployment
Application source and committed deployment-related files are version controlled. Runtime secrets and environment settings are managed separately in the deployment platform and are not represented as fully version controlled. No independent disaster-recovery validation, recovery objective, or continuity guarantee is represented as completed.
Documentation
Assessment scope, delivery stages, service boundaries, control summaries, decision methods, and exit requirements are maintained as written artifacts.
Principal unavailability
No uninterrupted service promise is made by default. A buyer requiring alternate personnel, escrow, extended coverage, or a recovery-time commitment must include it in the signed scope.
Data portability and exit
Client-specific export, return, retention, and deletion steps are agreed before sensitive intake and documented at engagement close.
Buyer-specific continuity requirements belong in the SOW or order form. ApertureRisks will either accept those commitments in writing or identify the gap before operational data is exchanged.