Updated at April 15, 2024 08:50 AM
SLA
The response time and resolution of the appeal depends on the urgency and impact of the request on the information resources of the clients. Below are tables of response times and solutions for all types of appeals:
The severity of the incident | Description of the problem |
|---|---|
Critical | - The Customer's business processes are blocked. (Services are not working / are not deployed / are operating in a significant degradation mode). - The detected problem potentially jeopardizes the confidentiality, availability and integrity of the Customer's information. - The detected problem leads to a violation of legal requirements regarding the protection of confidential information. |
High | The customer's business processes are functioning with significant degradation. (Significant degradation / slowdown of components and/or Services.) |
Medium | The customer's business processes are functioning normally. Minor degradation/slowdown of components or Services. The services continue to function without restrictions. |
Low | Detection of errors and problems that do not lead to stopping or degradation of components and Services. |
The types of requests Service Request and Request for Information are equated to incidents of low importance.
Name | Description |
|---|---|
Service Request | Requests to support the functioning of the services. (Creating/changing/enabling/disabling services, settings, entities). |
Request for Information | Consultation on the settings and operation of the services within the framework of technical support. |
The response time to the appeal is no more than 60 minutes.
Degree of importance | Execution time |
|---|---|
Critical | 95% of critical priority requests are solved in 2h. |
High | 95% of high priority requests are solved in 12h. |
Medium | 95% of medium priority requests are solved in 24h. |
Low | 95% of low priority requests are resolved in 48 hours. |
The table shows the astronomical clock.
Stages | Description |
|---|---|
Preview | Services at the Preview stage are suitable for developers who are ready to use them in the development of their applications or in a test environment. The Service Level Agreement (SLA) does not apply to Preview services, and their use is not charged. |
General Availability | Public versions of the services are available to all users and can be fully used to solve problems. These services are subject to billing and a Service level agreement (SLA). |