Uptime Guarantee:
We commit to a minimum uptime of 99.9%, leveraging multiple availability zones and redundant systems to minimize downtime.

Severity Levels and Response Times:

• Severity 1 (Critical):
  • Definition: A complete service outage or a critical failure severely impacting all users.
  • Response Time: Within 15 minutes.
  • Resolution Time: Within 1 hour.
• Severity 2 (High):
  • Definition: Major performance issues or a partial outage affecting a significant portion of users.
  • Response Time: Within 30 minutes.
  • Resolution Time: Within 4 hours.
• Severity 3 (Medium):
  • Definition: A minor issue impacting a small number of users or causing occasional service disruption.
  • Response Time: Within 4 hours.
  • Resolution Time: Typically within 3-5 business days.
• Severity 4 (Low):
  • Definition: Non-critical issues, such as cosmetic defects or minor bugs.
  • Response Time: Within 24 hours.
  • Resolution Time: Typically addressed in a future release cycle.

Service Monitoring:
We continuously monitor system health through a mix of automated tools and manual checks, including system performance, error rates, and service availability, to ensure early detection and swift resolution of issues.

Incident Reporting:
In the event of a service disruption, we provide timely incident reports and regular status updates to keep customers informed throughout the resolution process.

Resolution Commitment:
Our technical team is available 24/7 to ensure rapid issue resolution, meeting or exceeding the commitments outlined in our SLA.

Exclusions from Service Level Commitment:

‍The following circumstances are excluded from our Service Levels:

• Scheduled Maintenance: Planned updates and improvements to the Service that require downtime, not exceeding 6 hours per 3-month period.
• Third-Party Services: Any issues with external services to which the Customer subscribes (e.g., salesforce.com).
• External Factors: Any problems not caused by ServiceTarget that result from (a) computing or networking hardware, (b) other equipment or software under Customer’s control, (c) the Internet, or (d) other issues with electronic communications.‍
• Service Suspension: Suspension or termination of the Service in accordance with the Terms of Service and/or associated Order Form.‍
• Unauthorized Modifications: Software that has been modified by the Customer without authorization.‍
• Misuse: Negligent or intentional misuse of the Service by the Customer.