SLA & Response Time Specifications
Severity definitions, escalation triggers, and how contractual SLAs are structured.
Severity Levels
| Severity | Definition | Triage Priority* | Update Cadence | Escalation |
|---|---|---|---|---|
| P1: Critical | Service down, data at risk, revenue impact | Top priority | Every 30 min | Automatic |
| P2: High | Degraded performance, partial impact | High priority | Every 2 hours | Automatic |
| P3: Medium | Non-critical, workaround available | Standard | Daily | On request |
| P4: Low | Improvement or cosmetic issue | Scheduled | Weekly | On request |
* Time-bound, contractually committed response and escalation SLA targets are available as part of an enterprise agreement.
Availability Standards
Platform Availability
99.9% uptime standard for managed infrastructure. Measured monthly, excluding agreed maintenance windows. Availability reports included in monthly service reviews.
Monitoring Coverage
24/7/365 monitoring with no gaps. On-call rotation with defined handoff procedures. Monitoring stack itself is highly available with independent health checks.
Change Windows
Routine maintenance during agreed windows (typically weekly, off-peak). Emergency patches expedited with stakeholder notification. Every change carries a rollback path by design.
Communication SLA
Incident notifications issued on detection. Status updates at defined cadence per severity. Post-incident review and resolution summary delivered to a 48-hour standard.
Reporting Cadence
- Weekly: operational summary: incidents, changes, patch status, key metrics
- Monthly: service review: availability, SLA adherence, capacity trends, cost analysis
- Quarterly: business review: risk posture, strategic recommendations, roadmap alignment