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  • Maecenas sed diam eget risus varius blandit sit amet non magna.
  • Maecenas sed diam eget risus varius blandit sit amet non magna.

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Indicators and Target Service levels

The following performance indicators and retention periods apply to your standard support agreement.

Performance Indicators Measurement Period Target Service Level Minimum Service Level
Service uptime except maintenance windows Monthly 99.9% (no more than 43m 12s downtime in 30 days). 99.8% (no more than 1h 26m 14s downtime in 30 days).
RPO of 4 hours to be maintained Daily 24 replications per day 6 replications per day
Incident & Requests: First Time Fix Quarterly Incident: 80%
Request: 90%		 n/a
Incident & Requests: Average Response Time
Measured from the time it is correctly logged to the time it is triaged.		 Quarterly Incident: P1 – 15mins
P2 – 15 mins
P3 – 15 mins		 n/a

*Change requests relate to customer specific requests only, e.g. custom data extracts. If product enhancements are required that are deemed not to be generally useful to other clients, these will be addressed directly with the requesting client.