SERVICE COMMITMENT // SLA & CONTINUITY
99.8% UPTIME SLA
Service Level Agreement (SLA) & Maintenance
System Availability Benchmarks • Mean Time to Response (MTTR) • Disaster Recovery Protocols
1. Uptime & High-Availability Guarantee
Target availability for enterprise applications under our active maintenance retainer is 99.8% monthly uptime, excluding scheduled off-peak maintenance windows announced 48 hours in advance.
2. Incident Response Tiers (MTTR)
- Severity 1 (Critical Outage): Technical mitigation initiates within 60 minutes. Lead system engineer directly assigned.
- Severity 2 (Functional Degradation): Core payment gateway, webhook, or API malfunctions addressed within 4 business hours.
- General Revisions: Content modifications and feature enhancements scheduled within the same business day.