Service Level Agreements
Professional SLA commitments s guaranteed response times, uptime standards, performance metrics a comprehensive penalty structures pre enterprise partnerships
99.9%
Uptime Guarantee
15min
Emergency Response
24/7
Monitoring & Support
Credits
SLA Penalties
SLA Service Tiers
Flexible SLA levels designed pre different business needs s scalable commitments a customizable service parameters
Standard SLA
Business
Uptime Guarantee
99.5%
Response Time
4 hours
Support Hours
8x5
Resolution Target
24 hours
- Email & phone support
- Monthly performance reports
- Basic monitoring
- Standard maintenance windows
SLA Credit: 5% monthly fee per 1% uptime miss
Premium SLA
Enterprise
Uptime Guarantee
99.9%
Response Time
1 hour
Support Hours
24x7
Resolution Target
8 hours
- Priority support hotline
- Real-time monitoring
- Dedicated account manager
- Planned maintenance coordination
- Weekly performance reports
SLA Credit: 10% monthly fee per 0.1% uptime miss
Critical SLA
Mission Critical
Uptime Guarantee
99.99%
Response Time
15 min
Support Hours
24x7x365
Resolution Target
4 hours
- Emergency hotline
- Proactive monitoring
- On-site support availability
- Redundant systems
- Real-time dashboards
- Custom escalation procedures
SLA Credit: 25% monthly fee per incident
Performance Metrics & Monitoring
Comprehensive monitoring systems s real-time tracking, automated alerting a detailed performance analytics
System Availability Metrics
99.97%
Current Uptime
Above SLA Target
12.8 min
Monthly Downtime
Within Limits
2.3 days
MTBF
Excellent
18 min
MTTR
Fast Recovery
30-Day Availability Trend
SLA Terms & Conditions
Detailed terms, definitions, exclusions a procedures governing our service level commitments
📋 Service Definitions & Scope
+Covered Services
- Core Infrastructure: Power systems, distribution panels, control systems
- Monitoring Systems: SCADA, IoT sensors, data collection platforms
- Communication Networks: Industrial Ethernet, fieldbus networks
- Software Applications: Management software, reporting tools
Service Boundaries
SLA applies k services delivered by ELVEA within defined system boundaries. Third-party integrations a customer-owned equipment may have separate agreements.
⏱️ Response Time Definitions
+Critical (P1)
Criteria: Complete system outage, safety hazard, production stoppage
Standard SLA: 4 hours
Premium SLA: 1 hour
Critical SLA: 15 minutes
High (P2)
Criteria: Major functionality impaired, significant performance degradation
Standard SLA: 8 hours
Premium SLA: 4 hours
Critical SLA: 2 hours
Medium (P3)
Criteria: Minor functionality issues, workaround available
Standard SLA: 24 hours
Premium SLA: 8 hours
Critical SLA: 4 hours
🚫 SLA Exclusions
+Planned Maintenance
- Scheduled maintenance windows (pre-approved)
- Emergency maintenance (with 4-hour notice when possible)
- Regulatory compliance updates
- Hardware lifecycle replacements
Force Majeure
- Natural disasters (earthquakes, floods, storms)
- Power grid failures beyond our control
- Government regulations or orders
- Labor strikes or civil unrest
Customer Responsibility
- Customer-owned equipment failures
- Network connectivity issues
- Unauthorized modifications
- Failure to follow maintenance procedures
💰 SLA Credits & Penalties
+Credit Calculation
Uptime < 99.0%
50% monthly service fee
99.0% ≤ Uptime < 99.5%
25% monthly service fee
99.5% ≤ Uptime < SLA Target
10% monthly service fee
Credit Request Process
- Customer submits credit request within 30 days
- ELVEA validates downtime records
- Credits applied to next monthly invoice
- Maximum credit per month: 100% of monthly fee
📞 Escalation Procedures
+Support Escalation Path
L1
Technical Support
support@elvea.sk
24x7
L2
Engineering Team
engineering@elvea.sk
8x5 (Emergency 24x7)
L3
Management
management@elvea.sk
Business Hours
Automatic Escalation Triggers
- P1 Issues: Escalate after 1 hour without resolution
- P2 Issues: Escalate after 4 hours without resolution
- SLA Breach: Immediate management notification
- Customer Request: Immediate escalation available
Real-Time SLA Monitoring
Live dashboard s current SLA performance, trend analysis a proactive alerting systems
SLA Support Contacts
Emergency Hotline
+421 800 123 456
24x7 Critical Issues
SLA Team
sla@elvea.sk
Service Level Management
Live Chat
Available 24x7
Instant Support Access