1Scope
A production SLA may define the covered service, exclusions, measurement methods, customer responsibilities, and remedies.
2Availability Target
A signed SLA may define monthly availability, exclusions, planned maintenance, emergency maintenance, and third-party dependencies.
3Support Response
Support priorities should distinguish critical outages, security events, material degradation, and general requests, with target acknowledgment and update intervals.
4Maintenance
Planned maintenance should be scheduled to reduce disruption, with advance notice when reasonably practicable.
5Backups and Recovery
Backup frequency, recovery objectives, testing, retention, and customer export responsibilities should be specified in the applicable agreement.
6Service Credits
Any service credits, claim procedures, and exclusive remedies must be expressly stated in a signed SLA or order form.