Service Level Agreements (SLA) & Availability
Our commitment to 99.9% uptime and how we measure it
Service Level Agreements (SLA) & Availability
Our commitment to 99.9% uptime and how we measure it.
For our Managed Services and Retainer clients, we provide a contractual guarantee on system availability. We understand that in Enterprise and Logistics, downtime equals lost revenue.
The 99.9% Uptime Guarantee
We target a monthly uptime of 99.9%. In practical terms, this means your system is permitted no more than 43 minutes of unscheduled downtime per month. We achieve this by utilizing redundant server clusters—if one server fails, traffic is instantly rerouted to a healthy backup without the user noticing.
Global 24/7 Monitoring
Because our “Global Capacity” network spans multiple time zones, we effectively have eyes on your system 24/7. We utilize automated uptime monitors (pinging your site every 60 seconds). If a critical system goes down:
- Alert: Our On-Call Engineers in the active time zone are notified immediately.
- Response: We guarantee a response time of under 60 minutes for “Severity 1” (System Down) issues.
- Resolution: The Hub coordinates the fix and provides a post-incident report detailing exactly what happened and how we prevented it from recurring.