SERVICE LEVEL AGREEMENT
This SLA documents our operational commitments, performance thresholds, and response timelines for managed services.
1. Availability Targets
We maintain a 99.99% monthly uptime target for managed core services. Planned maintenance windows are communicated in advance and excluded from uptime calculations.
2. Incident Response
Critical incidents are acknowledged within 15 minutes, with continuous updates provided until resolution. Severity classifications are defined in your statement of work.
3. Service Credits
If availability falls below the target in a billing period, credits are issued based on impact. Details are provided in your service agreement.
Response Matrix
Response within 15 minutes, 24/7 engagement.
Response within 1 hour, priority escalation.
Response within 1 business day, scheduled resolution.