Skip to main content

Service Level Agreement (SLA)

Objective​

The purpose of this SLA is to ensure the necessary elements are in place to provide consistent DevOps managed services and to establish clear expectations for service delivery.

Scope of Services​

The Service Provider agrees to provide the following DevOps services:

  • Infrastructure management and automation
  • Continuous Integration/Continuous Deployment (CI/CD) pipeline management
  • Cloud environment provisioning and scaling
  • Monitoring, alerting, and incident management
  • Security updates and vulnerability management

Performance Metrics​

Performance will be monitored and reported on the following:

  • Uptime percentage (measured monthly)
  • Mean Time to Resolution (MTTR)
  • Mean Time to Acknowledge (MTTA)

Maintenance and Scheduled Downtime​

Maintenance will be scheduled during non-peak hours and will be communicated 5 days in advance. Downtime will not exceed 2 hours per month. Downtime is considered anything affecting customer access to the site.

Client Responsibilities​

The Client is responsible for providing access to necessary systems, timely responses, and maintaining internal hardware for integration.

Startup Plan

1. Service Availability​

Uptime Guarantee:

  • The Service Provider guarantees 99.5% uptime for all critical infrastructure and services covered under this SLA, except for scheduled maintenance windows.

Service Hours:

  • Services are available from 8:00 AM to 5:00 PM Pacific Time (PT), Monday through Friday, excluding holidays.
  • Outside of these hours, critical issues will be addressed on a best-effort basis.

2. Incident Management and Response Time​

Incident Classification and Response Time:

  • Critical (P1): Complete service outage or critical business operations affected.
    • Response Time: Within 30 minutes during service hours
    • Resolution Time: Within 4 hours
  • High (P2): Major service degradation or reduced functionality.
    • Response Time: Within 1 hour during service hours
    • Resolution Time: Within 8 hours
  • Medium (P3): Minor service impact or non-critical functionality issues.
    • Response Time: Within 4 hours
    • Resolution Time: Within 24 hours
  • Low (P4): General inquiry, minor bugs, or non-urgent tasks.
    • Response Time: Within 24 hours
    • Resolution Time: Within 5 business days

Growth Plan​

Service Availability​

Uptime Guarantee:

  • The Service Provider guarantees 99.9% uptime for all critical infrastructure and services covered under this SLA, except for scheduled maintenance.

Service Hours:

  • Services are available 24/7/365, including weekends and holidays.

Incident Management and Response Time​

Incident Classification and Response Time:

  • Critical (P1): Complete service outage or critical business operations affected.
    • Response Time: Within 15 minutes
    • Resolution Time: Within 2 hours
  • High (P2): Major service degradation or reduced functionality.
    • Response Time: Within 30 minutes
    • Resolution Time: Within 4 hours
  • Medium (P3): Minor service impact or non-critical functionality issues.
    • Response Time: Within 1 hour
    • Resolution Time: Within 12 hours
  • Low (P4): General inquiry, minor bugs, or non-urgent tasks.
    • Response Time: Within 24 hours
    • Resolution Time: Within 5 business days