Service Maintenance

To ensure the continued performance, security and reliability of the LabHQ service, we will occasionally perform planned maintenance outside of our normal quarterly software release schedule.

This document outlines how and when customers are notified and what to expect during these maintenance activities.

Purpose of Planned Maintenance

Planned maintenance may be required to:

• Apply security patches or critical infrastructure updates
• Address performance or stability improvements
• Implement infrastructure upgrades

These activities help maintain service quality and minimize the risk of unplanned outages.

Standard Notification Timeline

For planned maintenance activities that are not part of the standard quarterly software update cycle, we will provide a minimum of 7 days advance notice to affected customers. This will be communicated via our standard customer notification channels, including email and support announcement.

The notification will include:

• Date and time of planned maintenance
• Expected duration of downtime
• Impact details (full outage or partial disruption)

Urgent/Critical Maintenance

In certain circumstances, such as security vulnerabilities or critical stability risks, expedited maintenance may be required.

In these cases, we will endeavour to provide at least 24 hours notice prior to the maintenance window. The same details will be provided as outlined above for planned maintenance.

While we strive to maintain advance notice wherever possible, urgent actions may occasionally require shorter lead times to protect system integrity and customer data.

Service Impact

During planned maintenance:

• Access may be interrupted or restricted
• Active user sessions may be terminated
• System performance may be temporarily degraded

Customers are advised to avoid scheduling critical activities during announced maintenance windows.