Service level agreements
Response times, maintenance windows and service credit by managed-operation tier.
Severity definitions
Critical (P1)
Service down or unreachable: no connectivity, no access to systems critical to the operation.
High (P2)
Severe degradation affecting multiple users or a core function, with limited workaround.
Medium (P3)
Localized failure affecting one user or a non-critical component, with a workaround available.
Low (P4)
Question, minor change request, or improvement with no immediate operational impact.
Essential
Business-hours coverage, for businesses just professionalizing their infrastructure.
- Support coverage
- Monday to Friday, 9:00 AM–6:00 PM (client local time)
| Severity | Response time |
|---|---|
| Critical (P1) | 4 business hours |
| High (P2) | 8 business hours |
| Medium (P3) | 1 business day |
| Low (P4) | 3 business days |
- Maintenance window
- Scheduled windows with at least 5 days' notice, outside business hours when possible.
- Service credit
- 5% of the monthly fee for every hour of missed critical-severity response time, up to 20% of that month's fee.
Professional
Extended coverage with on-call for critical incidents, built for operations that can't stop over the weekend.
- Support coverage
- Monday to Saturday, 8:00 AM–8:00 PM + on-call phone line for critical incidents
| Severity | Response time |
|---|---|
| Critical (P1) | 1 hour, 24/7 |
| High (P2) | 4 hours |
| Medium (P3) | 8 business hours |
| Low (P4) | 2 business days |
- Maintenance window
- Scheduled windows with at least 48 hours' notice; emergency windows coordinated case by case.
- Service credit
- 10% of the monthly fee for every hour of missed critical-severity response time, up to 30% of that month's fee.
Enterprise
24/7/365 coverage with aggressive response times, for critical operations — scale hospitality, industrial, remote.
- Support coverage
- 24/7/365, including holidays
| Severity | Response time |
|---|---|
| Critical (P1) | 30 minutes, 24/7 |
| High (P2) | 2 hours |
| Medium (P3) | 4 business hours |
| Low (P4) | 1 business day |
- Maintenance window
- Windows coordinated individually with the client; minimum 72 hours' notice except for security emergencies.
- Service credit
- 15% of the monthly fee for every hour of missed critical-severity response time, up to 50% of that month's fee, with a mandatory joint postmortem review.
The values on this page are market-reference defaults describing our standard policy.
Need a tailored SLA for your operation?
The tiers are a starting point — for operations with specific requirements (multi-site, peak season, redundancy) we build a dedicated SLA.
Talk to DITAP