Service Level Agreement
Our commitment to service quality and reliability
1. Service Availability
99.9%
Uptime Guarantee
24/7
Monitoring
2. Recovery Objectives
- RTO (Recovery Time Objective): File-level restore within 15 minutes
- RTO: Full system restore within 4 hours*
- RPO (Recovery Point Objective): Maximum 4 hours of data loss*
3. Support Response Times
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service unavailable, data at risk | 30 minutes | 4 hours |
| High | Major feature impaired | 2 hours | 8 hours |
| Medium | Minor feature issue | 4 hours | 24 hours |
| Low | General inquiry | 8 hours | 48 hours |