GUARANTEE

SLA CREDITS

Realistic operational guarantees.

SLA CREDITS

SLA Credits

Operational guarantee with credits.

Hour credits if we miss agreed response times.

Severity Definition Response Credit
P0 Critical incident < 1h 4h
P1 Critical incident < 4h 2h
P2 Critical incident < 8h 1h
P3 Critical incident < 2d 0.5h

Operating System

How we operate

  • • P0‑P3 severities with defined response times.
  • • War room and postmortem for critical incidents.
  • • Credits applied next month if SLA is missed.

Not a sales guarantee or money‑back. It’s an operational guarantee.

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Operating System

How we operate to deliver stability and predictable releases.

Clear processes, shared ownership, and monthly executive reporting.

Releases

Fixed calendar, QA in staging, and safe rollback.

QA

Functional, performance, and smoke testing.

Monitoring

Proactive alerts, dashboards, and SLOs.

Incident Protocol

P0‑P3 severities, war room, and postmortems.