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".

πŸ“˜

Target Demyst platform availability: 99.9%

Severity*Metric** & Target
N/AAvailability
CriticalResponse Time: ≀ 30 min.
Resolution Time: ≀ 6 hrs.
Production Incident Report Time: ≀ 5 business days
UrgentResponse Time: ≀ 1 h.
Resolution Time: ≀ 8 hrs.
Production Incident Report Time: ≀ 5 business days
HighResponse Time: ≀ 1 h.
Resolution Time: ≀ 24 hrs.
Production Incident Report Time: ≀ 10 business days
NormalResponse Time: ≀ 2 h.
Resolution Time: Best Effort Basis
Production Incident Report Time: N/A
LowResponse 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

Demyst Service Level Agreement v2.6