Hatcheon
Service Level Agreement
Contents
Support Levels
| Category | Indicator | Description |
|---|---|---|
| Performance | Uptime | The app will maintain an uptime of 99% outside scheduled maintenance. Notifications for scheduled maintenance will be provided at least 24 hours in advance. |
| User interface response times | 90th percentile response time. | |
| Service calls response times (e.g., REST) | 90th percentile response time. | |
| Business continuity | Recovery time objective (RTO) |
High priority - 8 hours (GMT time zone) Medium priority - 48 hours (GMT time zone) Low Priority - 5 days (GMT time zone) |
| Recovery point objective (RPO) | Maximum tolerable period in which data might be lost due to a major incident is 24 hours | |
| Support | Availability | Hours of operation for the support team: 8 hours a day / 5 days a week ((GMT time zone). |
| Initial response time |
Time elapsed between the customer's first request and the initial support response. High priority - 8 hours (GMT time zone) Medium priority - 48 hours (GMT time zone) Low Priority - 5 days (GMT time zone) |
|
| Resolution time |
High priority - 24 hours (GMT time zone) Medium priority - 48 hours (GMT time zone) Low Priority - 1 month (GMT time zone) |