Availability: 99.0%, 24x7, excluding planned downtime, calculated monthly. Maintenance window which is identified as 10:00p Saturday to 2:00a Sunday
Service Request Response:
Service Request | Response | Design and Assessment |
Routine Request | 8 business hours | 5 business days |
Incident Response:
Severity | Response | Resolution |
Critical Incident - one or more site is unavailable | 1 hour | 8 hours |
Routine Incident - isolated to a single site, not affecting service availability. | 4 business hours | 24 business hours |
Website development and design.