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SLA Policy
The service-level commitments behind our managed services. Exact terms are defined in your agreement.
Last updated: August 2026
SLA commitments
| Commitment | Detail |
|---|---|
| Uptime | 99.99% monthly availability for managed production services |
| Urgent response | Production-down incidents acknowledged within 15 minutes, 24/7 |
| High response | Degraded-service issues acknowledged within 1 hour |
| Normal response | Standard issues addressed within the same business day |
| Backups | Automated daily backups with tested recovery procedures |
| Monitoring | Continuous monitoring and on-call coverage across time zones |
Service credits apply where commitments are not met, as defined in your contract.