Guaranteed SLA
Committed response times for all incidents
The M plan includes contractual SLA guarantees with defined response times, escalation procedures, and accountability.
Guaranteed SLA is included in the M plan only.
Response time SLA#
| Severity | Response Time | Description |
|---|---|---|
| P1 — Critical | 10 minutes | Production down, major business impact |
| P2 — High | 30 minutes | Significant functionality impaired |
| P3 — Medium | 2 hours | Limited functionality impact |
| P4 — Low | 8 hours | Minor issues, no immediate impact |
Severity definitions#
P1 — Critical#
- Complete service outage
- Data loss or corruption
- Security breach
- Revenue-impacting issues
P2 — High#
- Major feature unavailable
- Significant performance degradation
- Partial service disruption
- Customer-facing errors
P3 — Medium#
- Non-critical feature issues
- Moderate performance impact
- Development environment issues
- Workaround available
P4 — Low#
- Minor bugs
- Documentation issues
- Enhancement requests
- Cosmetic issues
SLA components#
Response time#
Time from incident report to first meaningful response from our team. Not just acknowledgment, but active engagement.
Resolution time#
Target time to resolve or provide workaround:
| Severity | Resolution Target |
|---|---|
| P1 | 4 hours |
| P2 | 8 hours |
| P3 | 24 hours |
| P4 | 72 hours |
Availability#
- 99.9% availability of monitoring and alerting systems
- Regular uptime reporting
- Planned maintenance windows communicated in advance
Escalation procedures#
Defined escalation paths ensure issues receive appropriate attention:
- Initial response — On-call engineer
- 15 minutes — Team lead notified
- 30 minutes — Senior engineer engaged
- 1 hour — Management escalation
- 2 hours — Executive notification (P1 only)
Reporting#
Monthly SLA reports#
- Response time metrics
- Resolution time metrics
- Incident summary
- Trend analysis
- Improvement recommendations
Real-time dashboard#
- Current open incidents
- SLA status
- Historical performance
- Alert status
SLA credits#
Failure to meet SLA commitments results in service credits:
| Metric | Credit |
|---|---|
| Response time miss | 5% monthly |
| Multiple misses | Up to 25% monthly |
Available in#
- M Plan — Full SLA guarantee