v2.0, As of January 26, 2023
This is the standard Service Level Agreements (SLAs) for Complyance (referred to as the "Licenser") and its clients (referred to as the "Subscriber”)
The purpose of this document is to outline the service levels and expectations for the Complyance system provided by the Licenser to the Subscriber.
The Licenser aims to maintain 99.9% uptime.
Any service issues are categorized from Priority 1 (P1) to Priority 5 (P5) based on both the impact and urgency of the issue.
P1: Critical – The system is completely unavailable, experiencing major functionality or performance issues, that severely impact the Subscriber's business as usual operations.
P2: High – The system is partially unavailable, or experiencing significant functionality or performance issues that impact the Subscriber's business as usual operations.
P3: Medium – The system is partially unavailable or experiencing minor functionality issues that have a moderate impact on the Subscriber's operations, tasks are made more difficult but not impossible to complete
P4: Low – The system is experiencing minor functionality issues that have a minimal or no impact on the Subscriber's operations.
P5: Informational – Non-critical notifications, or requests for information.
The Licenser targets the following response times for each priority level in accordance with the Subscriber responsibilities, providing the appropriate support channel is used.
P1: Within 2 hours
P2: Within 6 hours
P3: Within 12 hours
P4: Within 24 hours