Service level agreements
By default, all Demyst Services made available to clients are subject to these Service Level Agreements (SLAs).
If a Service Level is not explicitly defined below, then the Service Level Target is assumed to be at "Best Effort Basis".
Target Demyst platform availability: 99.9%
| Severity* | Metric** & Target |
|---|---|
| N/A | Availability |
| Critical | Response Time: ≤ 30 min. Resolution Time: ≤ 6 hrs. Production Incident Report Time: ≤ 5 business days |
| Urgent | Response Time: ≤ 1 h. Resolution Time: ≤ 8 hrs. Production Incident Report Time: ≤ 5 business days |
| High | Response Time: ≤ 1 h. Resolution Time: ≤ 24 hrs. Production Incident Report Time: ≤ 10 business days |
| Normal | Response Time: ≤ 2 h. Resolution Time: Best Effort Basis Production Incident Report Time: N/A |
| Low | Response Time: Best Effort Basis Resolution Time: N/A Production Incident Report Time: N/A |
*As defined in the Severity Levels Definition section.
**As defined in the Service Level Metrics Definition section
Updated 9 months ago