Enterprise SLA baseline for reliability and support

This public SLA summary helps procurement and operations teams evaluate service reliability, response targets, escalation behavior, and service-credit structure before contracting.

SLA v2 baseline - Last updated: 2026-05-02

99.9%

monthly availability target

<=1h

Sev 1 initial response

24/7

Sev 1 escalation path

RTO <=60m

recovery target

Availability Scope

Commitment applies to managed hosted service.
Measurement window is monthly (UTC).
Planned maintenance with 48h notice is excluded from downtime.

Severity and Response

Sev 1: <= 1 hour initial response.
Sev 2: <= 4 hours initial response.
Sev 3: <= 1 business day initial response.
Sev 4: <= 2 business days initial response.

Support Coverage

Standard support: Mon-Fri, 09:00-18:00 CET/CEST.
Sev 1 incidents use 24/7 emergency on-call escalation.
Sev 1 and Sev 2 incidents include recurring status updates.

Incident Communication

Sev 1 first notice within 60 minutes after confirmation.
Sev 2 first notice within 4 hours after confirmation.
RCA-style summary provided for Sev 1 and Sev 2 incidents.

Backup and Recovery

RPO target: <= 24 hours.
RTO target: <= 60 minutes.
Restore-test protocol and backup process are documented.

Service Credits

99.0%-99.89%: 10% monthly service credit.
95.0%-98.99%: 25% monthly service credit.
Below 95.0%: 50% monthly service credit.
Claims submitted within 30 calendar days.

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