Service Availability

99.0% per calendar month

99.5% per calendar month

99.9% per calendar month

Maximum Downtime

Approximately 22.5 hours per month

Approximately 13.5 hours per month

Approximately 45 minutes per month

Response Time

Initial response within 30 minutes

Initial response within 30 minutes

Initial response within 30 minutes

Resolution Time

Critical issues:
Resolution within 4 hours

Non-critical issues:
Resolution within 48 hours

Critical issues:
Resolution within 4 hours

Non-critical issues:
Resolution within 48 hours

Critical issues:
Resolution within 4 hours

Non-critical issues:
Resolution within 48 hours

Exclusions

Service outages caused by scheduled maintenance, third-party service failures, or force majeure events are not covered under this SLA.

Service outages caused by scheduled maintenance, third-party service failures, or force majeure events are not covered under this SLA.

Service outages caused by scheduled maintenance, third-party service failures, or force majeure events are not covered under this SLA.