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".

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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

Demyst Service Level Agreement v2.6