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".
| Severity* | Metric** | Target |
|---|---|---|
| N/A | Availability | 99.9% |
| Critical | Response Time | ≤ 30 min. |
| Resolution Time | ≤ 6 hrs. | |
| Production Incident Report Time | ≤ 5 business days | |
| Urgent | Response Time | ≤ 1 hrs |
| Resolution Time | ≤ 8 hrs | |
| Production Incident Report Time | ≤ 5 business days | |
| High | Response Time | ≤ 1 hr |
| Resolution Time | ≤ 24 hrs | |
| Production Incident Report Time | ≤ 10 business days | |
| Normal | Response Time | ≤ 2 hr |
| 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