This Service Level Agreement ("SLA") governs the availability and performance of Open Web Technologies services delivered to our clients.
1. Service Availability Commitments
We target a monthly uptime percentage of 99.9%. Availability is monitored continuously using automated diagnostic nodes.
2. Severity Levels & Response Targets
Response targets are classified based on operational impact:
- Severity 1 (Critical): Service completely unavailable. Response time target: < 30 minutes.
- Severity 2 (High): Key features impaired, no workaround. Response time target: < 2 hours.
- Severity 3 (Normal): Minor bug or configuration issue. Response time target: < 8 hours.
3. Maintenance Schedules
Routine maintenance is conducted during off-peak hours. Customers are notified at least 48 hours in advance for scheduled service impacts. Emergency patching is excluded from notifications.