.sla-highlights {
    display: grid;
    grid-template-columns: repeat(auto-fit, minmax(200px, 1fr));
    gap: 2rem;
    margin-top: 3rem;
}

.highlight-item {
    display: flex;
    align-items: center;
    gap: 1rem;
    background: rgba(255,255,255,0.15);
    backdrop-filter: blur(15px);
    border: 1px solid rgba(255,255,255,0.2);
    border-radius: 12px;
    padding: 1.5rem;
    transition: all 0.3s ease;
}

.highlight-item:hover {
    transform: translateY(-3px);
    background: rgba(255,255,255,0.2);
}

.highlight-icon {
    font-size: 2rem;
    flex-shrink: 0;
}

.highlight-content strong {
    display: block;
    font-size: 1.3rem;
    font-weight: bold;
    color: white;
    margin-bottom: 0.25rem;
}

.highlight-content span {
    color: rgba(255,255,255,0.9);
    font-size: 0.9rem;
}

.sla-tiers {
    padding: 5rem 0;
    background: #f8fafc;
}

.sla-tiers h2 {
    text-align: center;
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.section-intro {
    text-align: center;
    color: #64748b;
    font-size: 1.1rem;
    max-width: 600px;
    margin: 0 auto 3rem;
}

.tiers-grid {
    display: grid;
    grid-template-columns: repeat(auto-fit, minmax(350px, 1fr));
    gap: 2rem;
    max-width: 1200px;
    margin: 0 auto;
}

.tier-card {
    background: white;
    border-radius: 16px;
    box-shadow: 0 4px 15px rgba(0,0,0,0.08);
    overflow: hidden;
    position: relative;
    transition: all 0.3s ease;
}

.tier-card:hover {
    transform: translateY(-5px);
    box-shadow: 0 12px 30px rgba(0,0,0,0.15);
}

.tier-card.featured {
    border: 2px solid var(--accent-color);
    transform: scale(1.02);
}

.tier-card.featured:hover {
    transform: scale(1.02) translateY(-5px);
}

.tier-header {
    background: linear-gradient(135deg, var(--primary-color), var(--accent-color));
    color: white;
    padding: 2rem;
    text-align: center;
    position: relative;
}

.tier-card.standard .tier-header {
    background: linear-gradient(135deg, #64748b, #475569);
}

.tier-card.critical .tier-header {
    background: linear-gradient(135deg, #dc2626, #991b1b);
}

.tier-header h3 {
    color: white;
    margin-bottom: 0.5rem;
}

.tier-badge {
    background: rgba(255,255,255,0.2);
    color: white;
    padding: 0.5rem 1rem;
    border-radius: 20px;
    font-size: 0.8rem;
    font-weight: 600;
    display: inline-block;
}

.tier-content {
    padding: 2rem;
}

.tier-metrics {
    margin-bottom: 2rem;
}

.metric-item {
    display: flex;
    justify-content: space-between;
    align-items: center;
    padding: 1rem;
    background: #f8fafc;
    border-radius: 8px;
    margin-bottom: 0.75rem;
    border-left: 4px solid var(--accent-color);
}

.metric-item:last-child {
    margin-bottom: 0;
}

.metric-label {
    color: #64748b;
    font-weight: 500;
}

.metric-value {
    font-weight: bold;
    color: var(--primary-color);
    font-size: 1.1rem;
}

.tier-features {
    margin-bottom: 2rem;
}

.tier-features ul {
    list-style: none;
    padding: 0;
    margin: 0;
}

.tier-features li {
    padding: 0.5rem 0;
    padding-left: 1.5rem;
    position: relative;
    color: #374151;
}

.tier-features li::before {
    content: '✓';
    position: absolute;
    left: 0;
    color: #16a34a;
    font-weight: bold;
}

.tier-penalty {
    background: #fef3c7;
    border: 1px solid #f59e0b;
    border-radius: 8px;
    padding: 1rem;
    font-size: 0.9rem;
    color: #92400e;
}

.sla-metrics {
    padding: 5rem 0;
}

.sla-metrics h2 {
    text-align: center;
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.metrics-intro {
    text-align: center;
    color: #64748b;
    font-size: 1.1rem;
    max-width: 600px;
    margin: 0 auto 3rem;
}

.metrics-categories {
    max-width: 1000px;
    margin: 0 auto;
}

.metrics-tab-nav {
    display: flex;
    justify-content: center;
    gap: 1rem;
    margin-bottom: 3rem;
    flex-wrap: wrap;
}

.metrics-tab {
    background: white;
    color: var(--primary-color);
    border: 2px solid #e5e7eb;
    padding: 0.75rem 1.5rem;
    border-radius: 25px;
    cursor: pointer;
    transition: all 0.3s ease;
    font-weight: 500;
}

.metrics-tab:hover {
    border-color: var(--accent-color);
    color: var(--accent-color);
}

.metrics-tab.active {
    background: var(--accent-color);
    color: white;
    border-color: var(--accent-color);
}

.metrics-content {
    background: white;
    border-radius: 16px;
    padding: 3rem;
    box-shadow: 0 4px 15px rgba(0,0,0,0.08);
}

.metric-details h3 {
    color: var(--primary-color);
    margin-bottom: 2rem;
    text-align: center;
}

.availability-grid {
    display: grid;
    grid-template-columns: repeat(auto-fit, minmax(200px, 1fr));
    gap: 2rem;
    margin-bottom: 3rem;
}

.availability-item {
    background: #f8fafc;
    border-radius: 12px;
    padding: 2rem;
    text-align: center;
    border-left: 4px solid var(--accent-color);
}

.availability-metric .metric-number {
    font-size: 2rem;
    font-weight: bold;
    color: var(--primary-color);
    margin-bottom: 0.5rem;
}

.availability-metric .metric-label {
    color: #64748b;
    font-size: 0.9rem;
    margin-bottom: 0.5rem;
}

.metric-status {
    font-size: 0.8rem;
    font-weight: 600;
    padding: 0.25rem 0.75rem;
    border-radius: 12px;
    display: inline-block;
}

.metric-status.up {
    background: #dcfce7;
    color: #166534;
}

.metric-status.down {
    background: #fecaca;
    color: #991b1b;
}

.availability-chart {
    background: #f8fafc;
    border-radius: 12px;
    padding: 2rem;
}

.availability-chart h4 {
    color: var(--primary-color);
    margin-bottom: 1rem;
    text-align: center;
}

.chart-container {
    background: white;
    border-radius: 8px;
    padding: 1rem;
    text-align: center;
    min-height: 200px;
    display: flex;
    align-items: center;
    justify-content: center;
}

.sla-terms {
    padding: 5rem 0;
    background: #f8fafc;
}

.sla-terms h2 {
    text-align: center;
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.terms-intro {
    text-align: center;
    color: #64748b;
    font-size: 1.1rem;
    max-width: 600px;
    margin: 0 auto 3rem;
}

.terms-accordion {
    max-width: 900px;
    margin: 0 auto;
}

.accordion-item {
    background: white;
    border-radius: 12px;
    margin-bottom: 1rem;
    box-shadow: 0 4px 15px rgba(0,0,0,0.08);
    overflow: hidden;
}

.accordion-header {
    padding: 1.5rem 2rem;
    cursor: pointer;
    background: white;
    border-bottom: 1px solid #f1f5f9;
    display: flex;
    justify-content: space-between;
    align-items: center;
    transition: all 0.3s ease;
}

.accordion-header:hover {
    background: #f8fafc;
}

.accordion-header h3 {
    color: var(--primary-color);
    margin: 0;
    font-size: 1.1rem;
}

.accordion-toggle {
    font-size: 1.5rem;
    color: var(--accent-color);
    font-weight: bold;
    transition: transform 0.3s ease;
}

.accordion-item.open .accordion-toggle {
    transform: rotate(45deg);
}

.accordion-content {
    max-height: 0;
    overflow: hidden;
    transition: max-height 0.3s ease;
    background: #fafbfc;
}

.accordion-item.open .accordion-content {
    max-height: 2000px;
}

.accordion-content > div {
    padding: 2rem;
}

.term-section {
    margin-bottom: 2rem;
}

.term-section:last-child {
    margin-bottom: 0;
}

.term-section h4 {
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.term-section ul {
    list-style: none;
    padding: 0;
}

.term-section li {
    padding: 0.5rem 0;
    padding-left: 1.5rem;
    position: relative;
    line-height: 1.6;
}

.term-section li::before {
    content: '•';
    position: absolute;
    left: 0;
    color: var(--accent-color);
    font-weight: bold;
}

.response-definitions {
    display: grid;
    gap: 2rem;
}

.response-level {
    background: white;
    border-radius: 8px;
    padding: 1.5rem;
    border-left: 4px solid var(--accent-color);
}

.response-level h4 {
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.response-details {
    display: grid;
    gap: 1rem;
}

.response-criteria {
    color: #374151;
    line-height: 1.6;
}

.response-times {
    background: #f8fafc;
    border-radius: 6px;
    padding: 1rem;
}

.time-item {
    display: flex;
    justify-content: space-between;
    margin-bottom: 0.5rem;
}

.time-item:last-child {
    margin-bottom: 0;
}

.time-item span {
    color: #64748b;
}

.time-item strong {
    color: var(--primary-color);
    font-weight: bold;
}

.exclusions-list {
    display: grid;
    gap: 2rem;
}

.exclusion-category {
    background: white;
    border-radius: 8px;
    padding: 1.5rem;
    border-left: 4px solid #f59e0b;
}

.exclusion-category h4 {
    color: #92400e;
    margin-bottom: 1rem;
}

.credits-structure {
    display: grid;
    gap: 2rem;
}

.credit-tiers {
    display: grid;
    gap: 1rem;
}

.credit-tier {
    display: flex;
    justify-content: space-between;
    align-items: center;
    padding: 1rem;
    background: white;
    border-radius: 8px;
    border-left: 4px solid #16a34a;
}

.credit-condition {
    color: #374151;
    font-weight: 500;
}

.credit-amount {
    color: #16a34a;
    font-weight: bold;
}

.credit-process {
    background: white;
    border-radius: 8px;
    padding: 1.5rem;
}

.credit-process h4 {
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.credit-process ol {
    color: #374151;
    line-height: 1.6;
}

.escalation-matrix {
    display: grid;
    gap: 2rem;
}

.escalation-levels {
    display: grid;
    gap: 1rem;
}

.escalation-level {
    display: flex;
    align-items: center;
    gap: 1rem;
    background: white;
    border-radius: 8px;
    padding: 1.5rem;
    border-left: 4px solid var(--accent-color);
}

.level-number {
    background: var(--accent-color);
    color: white;
    width: 40px;
    height: 40px;
    border-radius: 50%;
    display: flex;
    align-items: center;
    justify-content: center;
    font-weight: bold;
    flex-shrink: 0;
}

.level-details {
    flex: 1;
}

.level-title {
    color: var(--primary-color);
    font-weight: 600;
    margin-bottom: 0.25rem;
}

.level-contact {
    color: #374151;
    font-family: monospace;
    font-size: 0.9rem;
    margin-bottom: 0.25rem;
}

.level-hours {
    color: #64748b;
    font-size: 0.8rem;
}

.escalation-timing {
    background: white;
    border-radius: 8px;
    padding: 1.5rem;
}

.escalation-timing h4 {
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.escalation-timing ul {
    color: #374151;
    line-height: 1.6;
}

.sla-monitoring {
    padding: 5rem 0;
}

.sla-monitoring h2 {
    text-align: center;
    color: var(--primary-color);
    margin-bottom: 1rem;
}

.monitoring-intro {
    text-align: center;
    color: #64748b;
    font-size: 1.1rem;
    max-width: 600px;
    margin: 0 auto 3rem;
}

.monitoring-dashboard {
    display: grid;
    grid-template-columns: repeat(auto-fit, minmax(300px, 1fr));
    gap: 2rem;
    max-width: 1200px;
    margin: 0 auto;
}

.dashboard-widget {
    background: white;
    border-radius: 16px;
    box-shadow: 0 4px 15px rgba(0,0,0,0.08);
    padding: 2rem;
    transition: all 0.3s ease;
}

.dashboard-widget:hover {
    transform: translateY(-3px);
    box-shadow: 0 8px 25px rgba(0,0,0,0.12);
}

.dashboard-widget h3 {
    color: var(--primary-color);
    margin-bottom: 1.5rem;
    text-align: center;
}

.sla-status-grid {
    display: grid;
    gap: 1rem;
}

.status-item {
    display: flex;
    align-items: center;
    gap: 1rem;
    padding: 1rem;
    background: #f8fafc;
    border-radius: 8px;
}

.status-indicator {
    width: 12px;
    height: 12px;
    border-radius: 50%;
    flex-shrink: 0;
}

.status-indicator.green {
    background: #16a34a;
}

.status-indicator.yellow {
    background: #f59e0b;
}

.status-indicator.red {
    background: #dc2626;
}

.status-info {
    flex: 1;
}

.status-label {
    color: #64748b;
    font-size: 0.9rem;
    margin-bottom: 0.25rem;
}

.status-value {
    font-weight: bold;
    color: var(--primary-color);
    font-size: 1.1rem;
}

.trend-chart {
    background: #f8fafc;
    border-radius: 8px;
    padding: 1rem;
    text-align: center;
    min-height: 200px;
    display: flex;
    align-items: center;
    justify-content: center;
}

.incident-summary {
    display: grid;
    grid-template-columns: repeat(3, 1fr);
    gap: 1rem;
}

.summary-item {
    text-align: center;
    padding: 1.5rem;
    background: #f8fafc;
    border-radius: 8px;
}

.summary-number {
    font-size: 2rem;
    font-weight: bold;
    color: var(--primary-color);
    margin-bottom: 0.5rem;
}

.summary-label {
    color: #64748b;
    font-size: 0.8rem;
}

.maintenance-schedule {
    display: grid;
    gap: 1rem;
}

.maintenance-item {
    display: flex;
    gap: 1rem;
    padding: 1rem;
    background: #f8fafc;
    border-radius: 8px;
    border-left: 4px solid #f59e0b;
}

.maintenance-date {
    background: #f59e0b;
    color: white;
    padding: 0.5rem 1rem;
    border-radius: 6px;
    font-size: 0.8rem;
    font-weight: 600;
    text-align: center;
    min-width: 80px;
    flex-shrink: 0;
}

.maintenance-details {
    flex: 1;
}

.maintenance-title {
    color: var(--primary-color);
    font-weight: 600;
    margin-bottom: 0.25rem;
}

.maintenance-duration {
    color: #64748b;
    font-size: 0.8rem;
}

.sla-contact {
    padding: 5rem 0;
    background: #f8fafc;
}

.contact-grid {
    display: grid;
    grid-template-columns: repeat(auto-fit, minmax(400px, 1fr));
    gap: 2rem;
    max-width: 1000px;
    margin: 0 auto;
}

.contact-card {
    background: white;
    border-radius: 16px;
    box-shadow: 0 4px 15px rgba(0,0,0,0.08);
    padding: 2rem;
}

.contact-card h3 {
    color: var(--primary-color);
    margin-bottom: 2rem;
    text-align: center;
}

.contact-methods {
    display: grid;
    gap: 1rem;
}

.contact-method {
    display: flex;
    align-items: center;
    gap: 1rem;
    padding: 1rem;
    background: #f8fafc;
    border-radius: 8px;
    transition: all 0.3s ease;
}

.contact-method:hover {
    background: #e2e8f0;
    transform: translateY(-2px);
}

.contact-icon {
    font-size: 1.5rem;
    flex-shrink: 0;
}

.contact-info {
    flex: 1;
}

.contact-info strong {
    display: block;
    color: var(--primary-color);
    margin-bottom: 0.25rem;
}

.contact-info span {
    color: #374151;
    font-family: monospace;
    font-weight: 500;
}

.contact-info small {
    display: block;
    color: #64748b;
    font-size: 0.8rem;
    margin-top: 0.25rem;
}

.document-links {
    display: grid;
    gap: 1rem;
}

.doc-link {
    display: flex;
    align-items: center;
    gap: 1rem;
    padding: 1rem;
    background: #f8fafc;
    border-radius: 8px;
    text-decoration: none;
    color: inherit;
    transition: all 0.3s ease;
}

.doc-link:hover {
    background: #e2e8f0;
    transform: translateY(-2px);
}

.doc-icon {
    font-size: 1.5rem;
    color: var(--accent-color);
    flex-shrink: 0;
}

.doc-info {
    flex: 1;
}

.doc-info strong {
    display: block;
    color: var(--primary-color);
    margin-bottom: 0.25rem;
}

.doc-info span {
    color: #64748b;
    font-size: 0.9rem;
}

@media (max-width: 768px) {
    .sla-highlights {
        grid-template-columns: repeat(2, 1fr);
        gap: 1rem;
    }
    
    .highlight-item {
        flex-direction: column;
        text-align: center;
        padding: 1rem;
    }
    
    .tiers-grid {
        grid-template-columns: 1fr;
    }
    
    .tier-card.featured {
        transform: none;
    }
    
    .tier-card.featured:hover {
        transform: translateY(-5px);
    }
    
    .metrics-tab-nav {
        gap: 0.5rem;
    }
    
    .metrics-tab {
        padding: 0.5rem 1rem;
        font-size: 0.9rem;
    }
    
    .availability-grid {
        grid-template-columns: repeat(2, 1fr);
    }
    
    .monitoring-dashboard {
        grid-template-columns: 1fr;
    }
    
    .incident-summary {
        grid-template-columns: 1fr;
    }
    
    .contact-grid {
        grid-template-columns: 1fr;
    }
    
    .escalation-level {
        flex-direction: column;
        text-align: center;
        gap: 0.5rem;
    }
    
    .response-level {
        padding: 1rem;
    }
    
    .credit-tier {
        flex-direction: column;
        gap: 0.5rem;
        text-align: center;
    }
}

@media (max-width: 480px) {
    .sla-highlights {
        grid-template-columns: 1fr;
    }
    
    .availability-grid {
        grid-template-columns: 1fr;
    }
    
    .time-item {
        flex-direction: column;
        gap: 0.25rem;
    }
}