RestartiX Platform

English

Română

English

Română

Appearance

Gap: Service Level Agreements (SLAs) ​

Status: 🔴 Not Started Priority: Moderate (Pre-Dedicated-Mode) Estimated Effort: 2 days

What's Missing ​

Formal SLA documentation for dedicated-mode / negotiated-contract customers including:

  • Availability SLAs

    • Uptime guarantees (99.5%, 99.9%, 99.95%)
    • Downtime credits calculation
    • Planned maintenance windows
    • Excluded downtime (third-party outages)

  • Performance SLAs

    • API response time guarantees
    • Page load time guarantees
    • Video call quality guarantees

  • Support SLAs

    • Response time by severity (Critical: 1 hour, High: 4 hours, etc.)
    • Resolution time targets
    • Support channels (email, phone, chat)
    • Business hours vs. 24/7

  • Data SLAs

    • Backup frequency guarantees
    • Recovery point objective (RPO)
    • Recovery time objective (RTO)
    • Data retention guarantees

  • SLA Monitoring

    • How SLAs are measured
    • Reporting frequency
    • Customer access to SLA metrics

  • SLA Violations

    • Credit calculation
    • Credit request process
    • Dispute resolution

Why Important ​

White-label / negotiated-contract customers require formal SLA commitments before signing contracts.

Current State ​

  • SLO targets mentioned in monitoring docs
  • No formal SLA documentation
  • No credit/violation process

docs/commercial/slas.md

Also legal:

  • Include in negotiated contracts (White-Label tier and beyond)