Platinum SLA Package Terms
Overview
The Platinum SLA Package provides elite service level commitments for Engagements. This tier offers 16x7 priority support with exceptional response times and maximum availability guarantees suitable for mission-critical systems.
Response and Resolution Times
Business Hours Definition: For this SLA tier, Business Hours are defined as 16x7 support: Seven days a week, 4AM to 8PM Pacific time.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 30 Business Minutes | 2 Business Hours |
| 2 | 1 Business Hour | 4 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 | Yes |
| VIP User Designations | 25 | 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. Platinum tier features accelerated response times: Priority 1 incidents receive response within 30 Business Minutes and Priority 2 within 1 Business Hour, ensuring rapid engagement for critical issues. All response and resolution times are measured in Business Hours as defined for this SLA tier.
Availability Guarantees
Platinum tier provides elite availability commitments with comprehensive monitoring, proactive maintenance, and rapid incident response within the 16x7 support window. Service availability is continuously monitored with advanced analytics, automated alerting, and dedicated support teams.
Support Coverage
Platinum SLA provides elite support coverage (16x7 or 16/7 support, 4AM to 8PM Pacific time, seven days a week) with premium escalation paths, dedicated support resources, and immediate access to senior technical specialists for critical incidents. VIP user designations provide a priority bump for up to 25 users, providing extensive coverage for key personnel and leadership. After-hours and holiday support not included but available for time and materials.
Scope of Services
Included Services
- Incident management and resolution within accelerated SLA timeframes
- Elite 16x7 support coverage (4AM to 8PM Pacific time, seven days a week) with dedicated resources
- Premium monthly incident quota with bundle extensibility
- Quarterly Priority 1 incident handling with per-incident extensibility
- VIP user designation for up to 25 users
- Advanced proactive monitoring with AI-driven predictive analytics
- Priority escalation with immediate senior resource engagement
- Enhanced change management with out-of-band support (extensible)
- Dedicated account management
- Quarterly business reviews
Note: After-hours and holiday support not included but available for time and materials.
Exclusions
- Custom software development
- Third-party vendor management (available as enhanced add-on)
- On-site support (available upon request with advance notice)
- After-hours and holiday support (available for time and materials)
Performance Metrics
Uptime Commitments
Platinum tier includes elite uptime commitments with the most stringent availability targets and comprehensive SLA coverage. Real-time monitoring provides immediate incident detection, and monthly reporting includes detailed availability metrics, root cause analysis, trend analysis, and proactive improvement strategies.
Resolution Targets
Resolution targets are significantly accelerated for critical incidents (30 Business Minutes response, 2 Business Hours resolution for P1), with premium resources, immediate escalation, and dedicated elite support teams ensuring the highest likelihood of meeting or exceeding all committed timeframes.
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. Platinum tier credit calculations reflect the elite service expectations and provide substantial credits for any breaches, ensuring maximum accountability and service excellence.
Additional Terms
The Platinum SLA tier is designed for organizations requiring elite support with accelerated response times, 16x7 dedicated coverage (4AM to 8PM Pacific time, seven days a week), and extensive VIP user capacity. This tier is essential for mission-critical systems where even brief downtime has severe financial, operational, or reputational consequences. Platinum tier includes out-of-band change and release management capability, dedicated account management, and quarterly strategic reviews to ensure optimal service delivery and continuous improvement. After-hours and holiday support not included but available for time and materials.