Our SLA commitment.
These are the default values for clients with a maintenance and operations agreement. Where the contract sets a different level, the contract applies.
Priority levels
P1 — Critical
The system is down or there is a risk of data loss.
1 hour/4 hours
P2 — High
A significant function is broken; a workaround exists.
4 hours/1 business day
P3 — Normal
A limited-impact bug or an improvement request.
1 business day/5 business days
First responseResolution
Commitments
%0,0
Monthly uptime99.9%Support hoursWeekdays 09:00–18:00 (TRT)
Critical on-call24/7
BackupsDaily
Backup retention30 days
Recovery point objective (RPO)24 hours
Recovery time objective (RTO)4 hours
Planned maintenance48 hours' notice
Missed commitmentProportional credit on the monthly fee
Planned maintenance windows and outages caused by infrastructure on the client's side are excluded from the uptime calculation.