Service level agreements

If a Service Level is not explicitly defined below, then the Service Level Target is assumed to be at "Best Effort Basis".

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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