Commercial services
Service Level Agreement (SLA)
Support priorities, response targets, availability and scheduled maintenance rules.
Measurement scope
The SLA applies only to systems, hours, channels and environments expressly included in the work order. Availability measurement points, observation intervals and exclusions are defined in writing. No percentage target is assumed unless stated.
Priorities
- P1: an incident stopping all production or creating an active security risk
- P2: an incident seriously affecting a core function with limited workarounds
- P3: a partial defect or performance issue
- P4: information, a minor change or a planned request
Response and resolution
The response target indicates when investigation begins; the resolution target is an engineering objective, not a firm guarantee. Targets and any service credits are stated in the work order. Effects of customer access, third-party failures and force majeure are recorded separately.
Maintenance and escalation
Scheduled maintenance is notified in advance where possible. P1 incidents use the designated emergency channel; other incidents are submitted through the support system. The work order defines the scope and frequency of root-cause analysis.