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Service Level Agreement
1. Service Level Agreement Overview
This Service Level Agreement (SLA) outlines the service commitments for the Gateway Test Platform, including availability, performance, and support.
2. Service Availability
The Gateway Test Platform commits to the following availability levels:
- Standard Plan: 99.5% uptime (excluding scheduled maintenance)
- Enterprise Plan: 99.9% uptime (excluding scheduled maintenance)
Scheduled maintenance windows will be communicated at least 48 hours in advance.
3. Performance Metrics
| Metric | Standard Plan | Enterprise Plan |
|---|---|---|
| Test Execution Response Time | < 5 seconds | < 2 seconds |
| Maximum Concurrent Test Executions | 20 | 50+ |
| API Response Time | < 1 second | < 500ms |
| Report Generation Time | < 30 seconds | < 15 seconds |
4. Support Response Times
| Issue Severity | Standard Plan | Enterprise Plan |
|---|---|---|
| Critical (Service Down) | < 4 hours | < 1 hour |
| High (Significant Impact) | < 8 hours | < 4 hours |
| Medium (Limited Impact) | < 24 hours | < 8 hours |
| Low (General Inquiry) | < 48 hours | < 24 hours |
5. Service Credits
If the Gateway Test Platform fails to meet the availability commitments, customers will be eligible for service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
6. Incident Management
For critical service incidents, the following process will be followed:
- Initial response and acknowledgment
- Regular status updates during resolution
- Post-incident report within 48 hours
7. Exclusions
This SLA does not apply to performance issues caused by:
- Factors outside our reasonable control
- Customer equipment or third-party equipment or services
- Customer actions or inactions
- Scheduled maintenance that was properly communicated
8. Changes to SLA
We reserve the right to modify this SLA with 30 days advance notice.
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