Gold SLA Package Terms
Overview
The Gold SLA Package provides premium service level commitments for Engagements. This tier offers priority support with rapid response times and comprehensive coverage suitable for business-critical systems requiring high availability.
Response and Resolution Times
Business Hours Definition: For this SLA tier, Business Hours are defined as 12x7 support: Seven days a week, 6AM to 6PM Pacific time.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 1 Business Hour | 4 Business Hours |
| 2 | 2 Business Hours | 8 Business Hours |
| 3 | 4 Business Hours | 3 business days |
| 4 | 2 Business days | 4 business days |
| 5 | 2 Business days | 5 business days |
| 6 | Best Effort | Best Effort |
Service Quotas and Limits
Note: Specific numeric limits for Monthly Incidents, Quarterly P1 Incidents, and Out-Of-Band Change & Release quotas to be defined in future update.
| Quota | Limit | Extensible |
|---|---|---|
| Monthly Incidents | To be specified | Yes, Bundles |
| Quarterly P1 Incidents | To be specified | Yes, Per Incident |
| Out-Of-Band Change & Release | To be specified | No |
| VIP User Designations | 15 | For certain users |
Service Level Commitments
Response Times
Response times are measured from the time an incident is reported to when initial acknowledgment and assessment begins. Priority 1 incidents receive response within 1 Business Hour, with graduated response times for lower priority issues as detailed in the table above. All response and resolution times are measured in Business Hours as defined for this SLA tier.
Availability Guarantees
Gold tier provides premium availability commitments with comprehensive monitoring, proactive maintenance, and rapid incident response. Service availability is continuously monitored with advanced analytics to predict and prevent potential issues.
Support Coverage
Gold SLA provides comprehensive support coverage (12x7 or 12/7 support, 6AM to 6PM Pacific time, seven days a week) with premium escalation paths and dedicated support resources for critical incidents. VIP user designations provide a priority bump for up to 15 users, providing extensive coverage for key personnel.
Scope of Services
Included Services
- Incident management and resolution within defined SLA timeframes
- Comprehensive 12x7 support coverage (6AM to 6PM Pacific time, seven days a week)
- Premium monthly incident quota with bundle extensibility
- Quarterly Priority 1 incident handling with per-incident extensibility
- VIP user designation for up to 15 users
- Advanced proactive monitoring and predictive analytics
- Priority escalation paths
- Enhanced change management support
Exclusions
- Out-of-band change and release management (not extensible at this tier)
- Dedicated on-site support (available upon request)
- Custom development work
- Third-party vendor coordination (may be available as add-on)
Performance Metrics
Uptime Commitments
Gold tier includes premium uptime commitments with stringent availability targets and comprehensive SLA coverage. Monthly reporting provides detailed availability metrics, root cause analysis, and proactive improvement recommendations.
Resolution Targets
Resolution targets benefit from premium resources, faster escalation, and dedicated support teams within the 12x7 coverage window, significantly improving the likelihood of meeting or exceeding committed resolution times.
Service Credits
Service credits may apply when committed response times or resolution times are not met, subject to the terms of the underlying service agreement. Gold tier credit calculations reflect the premium service expectations and provide substantial credits for breaches to ensure accountability.
Additional Terms
The Gold SLA tier is designed for organizations requiring premium support with comprehensive 12x7 coverage (6AM to 6PM Pacific time, seven days a week) and extensive VIP user capacity. This tier is ideal for business-critical systems where downtime has significant financial or operational impact, providing the resources and expertise needed to maintain high availability and rapid incident resolution.