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