Maintenance Policy

This document describes how CUI Labs (Pte.) Ltd. ("CUI Labs") performs scheduled and emergency maintenance for QNSP Cloud services.

This Maintenance Policy is subject to the Terms of Service and the applicable Service Level Agreement.

1. Maintenance Types

1.1 Scheduled Maintenance

Planned maintenance for updates, upgrades, and infrastructure improvements.

• Frequency: As needed, typically 1–2 times per month
• Duration: Typically under 30 minutes
• Impact: Zero-downtime deployments are the goal; brief latency increases may occur

1.2 Emergency Maintenance

Unplanned maintenance required for security patches or critical fixes.

• Frequency: As needed
• Duration: Variable based on issue severity
• Impact: May cause brief service interruption

2. Maintenance Windows

2.1 Standard Maintenance Window

Scheduled maintenance is performed during low-traffic periods:

Region	Maintenance Window (Local Time)
Asia-Pacific (Singapore)	Tuesday/Thursday 02:00–06:00 SGT
Additional regions	As defined per region

2.2 Window Preferences

Enterprise Elite and Specialized customers may request custom maintenance windows as part of their agreement.

3. Notification Schedule

3.1 Scheduled Maintenance

Notice Period	Maintenance Type
7 days	Major infrastructure changes, potential impact
3 days	Standard maintenance, minimal impact
24 hours	Reminder notification

3.2 Emergency Maintenance

Notice Period	Situation
Immediate	Active security threat or critical system failure
1 hour	Urgent security patch with known exploit
4 hours	Important security patch, no known active exploit

4. Notification Channels

Maintenance notifications are communicated through:

1. Status Page: https://qnsp.cuilabs.io#overview
2. Email: Sent to account administrators
3. Cloud Portal: Banner notifications
4. API Header: X-QNSP-Maintenance-Scheduled header on responses (when applicable)

4.1 Subscribing to Notifications

To receive maintenance notifications:

• Log in to Cloud Portal → Settings → Notifications
• Enable "Maintenance Notifications" for your preferred channels

5. Zero-Downtime Deployment

QNSP Cloud is designed for zero-downtime deployments:

5.1 Rolling Deployments

• Services are deployed incrementally across availability zones
• Traffic is drained from instances before updates
• Health checks verify service availability before routing traffic

5.2 Database Migrations

• Schema changes are backward-compatible
• Migrations run during low-traffic windows
• Rollback procedures are tested before each deployment

5.3 API Compatibility

• API changes follow the versioning policy
• Deprecated endpoints remain available for the announced deprecation period
• Breaking changes require major version increments

6. Maintenance Exclusions from SLA

Scheduled maintenance during announced maintenance windows is excluded from SLA availability calculations, provided:

1. Maintenance was announced with the required notice period
2. Maintenance occurred within the designated window
3. Maintenance duration did not exceed the announced duration by more than 50%

Emergency maintenance is excluded from SLA calculations when:

1. Required to address an active security threat
2. Required to prevent imminent service failure
3. Announced as soon as reasonably possible

7. Post-Maintenance Verification

After each maintenance window:

1. Automated Health Checks: All services verified operational
2. Smoke Tests: Critical paths tested automatically
3. Monitoring: Enhanced monitoring for 2 hours post-maintenance
4. Status Update: Status page updated to confirm completion

8. Maintenance for Enterprise Deployments

8.1 VPC Deployments

• Maintenance coordinated with customer change management processes
• Custom maintenance windows available
• Customer approval required for changes to customer-managed components

8.2 Air-Gapped Deployments

• Maintenance performed by customer or with customer coordination
• Update packages provided with release notes and rollback procedures
• Remote support available during maintenance (where connectivity permits)

9. Requesting Maintenance Deferral

Business and Enterprise customers may request deferral of non-critical maintenance:

1. Submit request at least 48 hours before scheduled maintenance
2. Provide business justification
3. Deferrals are subject to approval and security considerations
4. Maximum deferral period: 14 days

10. Disclaimers

1. While CUI Labs strives to minimize service disruption, maintenance may occasionally cause brief unavailability or performance degradation.

2. Scheduled maintenance during announced windows is excluded from SLA availability calculations as described in the Service Level Agreement.

3. CUI Labs reserves the right to perform emergency maintenance without advance notice when required to address security threats or prevent service degradation.

4. This Maintenance Policy is governed by the laws of Singapore.

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CUI Labs (Pte.) Ltd.

Registered Office: 552 Ang Mo Kio, Avenue 10, #21-1982, Cheng San Place, Singapore 560552

UEN: 202532790K

Effective Date: February 24, 2026

Document Version: 1.0.0

For questions about maintenance, contact: qnsp-ops@cuilabs.io