Regulatory Standard
Service Level Agreement
1. Network Availability Guarantee
We guarantee a 99.9% uptime index for all frontend pages served via our cloud networks (AWS/Cloudflare). Calculations exclude scheduled maintenance windows.
2. Support Severity Priorities
System response latencies are categorized based on priority impact parameters:
| Severity | Target Response | Target Resolution |
|---|---|---|
| P1 – Critical (Outage) | 30 Minutes | 4 Hours |
| P2 – Major (Functional Lag) | 2 Hours | 12 Hours |
| P3 – Minor (Aesthetics) | 8 Hours | 48 Hours |
3. Escalation Protocols
Support tickets are logged directly through our consultations line. P1 critical priority incidents bypass general support flows and are routed directly to on-call infrastructure engineers.