PUBLICATION · TC-SP-001

Service Policy

A publication framework for operational responsibilities, entitlements, dependencies, support, change and service exit.

Draft for legal review · Version 0.12 · Effective date: PUBLICATION NOT APPROVED

Document control

TC-SP-001 · Version 0.12 · Draft for legal review · Owner: Product / Security / Legal review

Service scope

The service scope covers the nine applications, data platform, configured DeviceKit/devices, integrations and Trust/Developer capabilities explicitly included in an approved order or PoC scope.

Onboarding and entitlement

Organizations, tenants, users, roles, applications, devices, quotas and environments are activated only within approved entitlements. Access is not implied by account existence.

Customer configuration and dependencies

HIS/LIS/PACS, RAR/VNeID, Google Cloud, devices, networks, domains, federation and third-party services are deployment-specific dependencies whose status is maintained in registers.

Support and incident classification

Support channels handle incidents and service requests; priority follows agreed impact/urgency. does not publish response or restoration SLAs without approved source material.

Maintenance and change

Releases, maintenance, security fixes and breaking integration changes require communication, versioning, rollback/readiness evidence appropriate to the target environment.

Suspension and termination

Suspension and termination depend on applicable contract and risk conditions; handover planning covers export, retention, access removal, key/device handling and evidence.

Data, backup and recovery

Backup and recovery boundaries depend on deployment architecture. does not infer common RPO/RTO values across environments.

Responsibility split

Mobile-ID is responsible for the Trusted Care components it supplies; customers remain responsible for processing purposes, users, configurations and source systems; vendors and cloud providers retain their documented responsibilities.

Evidence and exceptions

Material claims link to the evidence register. Approved exceptions require an owner, expiry/exit condition and auditable history.

Contact and change history

Support, security and privacy contacts are published in the Trust Center/footer. This publication becomes legally effective only after approval status and effective date are verified.