Service Level Agreement


1. System availability

  • 365 days per year, 
  • 24 hours per day, 
  • 99% System Availability. 

2. Service Levels

1. Customer Support

2. Response time 

Service Levels                                                                            Response Time            
1 – Unusable application Up to 1h
2 – Usable application with major unavailable functionalitiesUp to 3h                                  
3 – Usable application with minor unavailable functionalities Up to 6h 

3. Resolution time

Service Levels                                                                            Resolution Time           
1 – Unusable application Up to 8h
2 – Usable application with major unavailable functionalities  Up to 3 business days
3 – Usable application with minor unavailable functionalities Up to 3 business weeks

4.Unavailability plan 

3. Upgrades

4. Security Infrastructure

5. Backups

6. Disaster Recovery Plan

7. Time to recover

8. Penalties