verified_userService Agreement
Service Level Agreement
Last updated: January 2024
1. Service Availability
12oClock commits to the following availability targets for production systems under our management:
| Tier | Uptime Target | Max Monthly Downtime |
|---|---|---|
| Standard | 99.5% | 3.6 hours |
| Enterprise | 99.9% | 43 minutes |
| Critical | 99.99% | 4.3 minutes |
2. Response Times
Our response time commitments based on issue severity:
| Severity | Description | Response Time |
|---|---|---|
| Critical | System down, business impact | 1 hour |
| High | Major feature impaired | 4 hours |
| Medium | Minor feature impaired | 8 hours |
| Low | General inquiry | 24 hours |
3. Support Channels
Support is available through the following channels:
- Email: support@12oclock.com (24/7 monitoring)
- Emergency Hotline: +1 (555) 123-4567 (Critical issues only)
- Client Portal: Real-time ticket tracking and status updates
4. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods with at least 72 hours advance notice. Emergency maintenance may be performed with shorter notice if required for security or stability.
5. Service Credits
If we fail to meet the uptime commitment, service credits will be applied:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| Below 95.0% | 50% |
6. Contact
For SLA-related inquiries, please contact:
sla@12oclock.com