Service levels
Sample service-level summary
This is the kind of schedule that goes into a support or hosting agreement, so you can see what we commit to before you sign.
How to read this page. The figures below are our standard starting point. Your agreement may differ, and your agreement is what counts.
Support hours and response targets
Support hours: Monday to Friday, 9:00 to 18:00 IST, excluding public holidays. Response time is measured from when a request is logged through our support channel to the first response from an engineer. A response is an acknowledgement and a first action, not a fix.
| Severity | Example | First response target | Update frequency |
|---|---|---|---|
| 1, Critical | Production system down for all users | [[SLA_P1_RESPONSE]] | Every [[SLA_P1_UPDATE]] |
| 2, High | Major feature unavailable or serious degradation | [[SLA_P2_RESPONSE]] | Every [[SLA_P2_UPDATE]] |
| 3, Medium | Feature issue with a workaround | [[SLA_P3_RESPONSE]] | Daily |
| 4, Low | Question or minor request | [[SLA_P4_RESPONSE]] | On resolution |
Hosting targets
| Measure | Target | How it works |
|---|---|---|
| Monthly availability | 99.5% (a single server cannot honestly promise 99.9%) | Measured per calendar month, excluding scheduled maintenance and causes outside our control. Remedies for a miss are stated in the agreement. |
| Scheduled maintenance | Notice 3 working days | Planned for low-traffic periods and announced in advance. |
| Backups | Daily | Retained for 30 days. Stored separately from the production server. |
| Restore testing | Quarterly | A backup is restored in a test environment and the result is reported to you. |
| Recovery point | Up to 24 hours | The most data you could lose, with daily backups. |
| Recovery time | 1 business day | Target time to restore service after a major failure. |
Reporting and review
- A monthly summary in plain language: tickets, response times against target, incidents, availability and recommendations.
- A review meeting at the interval stated in your agreement.
What is outside the service levels
- Problems caused by third-party services we do not control, such as a cloud provider outage, unless your agreement says otherwise.
- Changes made to your systems by others without telling us.
- New feature requests, which are quoted as separate work.
- Support outside the stated hours, unless you buy extended cover.
Ending an agreement
Your data and the code we wrote for you are handed over on request. Notice periods and handover steps are stated in your contract.
Questions from your security, legal or procurement team? Send them to Info@vetratech.in. We answer in writing and can complete your vendor questionnaire.