Service Level Agreement (SLA)
The document captures the availability targets, incident support, and exceptions that apply to the platform.
1. SLA area
The SLA applies to the cloud availability of ArentDA user interfaces and key APIs in production.
The SLA does not apply to local network problems on the user's side and external force majeure circumstances.
2. Target availability
Service availability target: 99.5% per calendar month, excluding agreed scheduled maintenance windows.
Planned work is published in advance whenever technically possible.
3. Support and classification of incidents
- P1 (critical): unavailability of key functionality, significant business damage.
- P2 (High): Significant performance degradation or partial unavailability.
- P3 (medium): non-critical errors with workaround.
- P4 (low): information requests and cosmetic defects.
4. Target reaction times
- P1: incident confirmation up to 1 hour.
- P2: incident confirmation up to 4 hours.
- P3: incident confirmation within 1 business day.
- P4: incident confirmation up to 2 business days.
5. Exceptions
- Force majeure, DDoS attacks or incidents that occurred beyond the reasonable control of the service.
- Failure of third-party providers (DNS, CDN, cloud infrastructure, payment channels), when the service cannot promptly eliminate the cause on its own.
- Problems caused by user actions: incorrect integration, loss of access, policy violations.
6. Compensatory measures
Compensations (if any) are provided in the form of service credits and are calculated according to internal regulations after confirmation of a violation of the SLA.
To consider the request, the user must submit the request within 30 calendar days after the incident.