SERVICE LEVEL AGREEMENT
Delivery commitments are agreed with each vendor partner and aligned to the scope, coverage window, and end-client obligations in the applicable statement of work.
1. Partner-Aligned Targets
Availability and service targets are defined for the assigned delivery scope. Clartix does not publish a single blanket target that overrides a partner's agreement with its end client.
2. Incident Response
Response objectives, coverage windows, severity definitions, update cadence, and escalation paths are documented in the partner statement of work before delivery begins.
3. Service Credits
Any service-credit structure is defined in the partner agreement and applies only to the delivery obligations Clartix has expressly accepted.
Response Matrix
Partner-defined critical impact and escalation path.
Partner-defined high-priority impact and response objective.
Partner-defined standard request and delivery window.