Service Level Agreement (SLA)
This SLA outlines service commitments, targets, and reporting for SentryLink Global operations.
Availability
Target uptime for monitoring dashboards is 99.9% monthly, excluding scheduled maintenance and events beyond our reasonable control.
Response Times
- Critical alerts: initial triage under 15 minutes.
- High priority incidents: initial triage under 30 minutes.
- Support tickets: acknowledgment within one business day.
Maintenance
Planned maintenance windows will be communicated in advance. We coordinate with clients to minimize impact on operations.
Exclusions
Exclusions include client equipment failures, upstream connectivity issues, force majeure events, and misuse in violation of policies or agreements.
Reporting
SLA performance metrics are available upon request as part of quarterly reviews or incident retrospectives.