Service Level Agreements (SLA)

Last Updated: January 16, 2025

Overview

This Service Level Agreement ("SLA") defines the service levels, performance metrics, and support standards provided by Dev 2 Dev Portal LLC ("Company") for its infrastructure, platform, and professional services.

Service Levels

Standard SLA

  1. 99.9% uptime guarantee
  2. 24/7 monitoring
  3. Email support
  4. Next business day response
  5. Standard backup
  6. Basic reporting

Enhanced SLA

  1. 99.99% uptime guarantee
  2. 24/7 priority monitoring
  3. Email and phone support
  4. 4-hour response time
  5. Enhanced backup
  6. Detailed reporting
  7. Monthly reviews

Enterprise SLA

  1. 99.999% uptime guarantee
  2. 24/7 dedicated monitoring
  3. Full support access
  4. 1-hour response time
  5. Custom backup solutions
  6. Comprehensive reporting
  7. Weekly reviews

Service Availability

Calculation Method

  1. Monthly measurement
  2. Scheduled maintenance excluded
  3. Emergency maintenance included
  4. Verified monitoring systems
  5. Third-party validation
  6. Independent auditing

Service Credits

Standard SLA

  1. < 99.9%: 10% credit
  2. < 99.5%: 25% credit
  3. < 99.0%: 50% credit

Enhanced SLA

  1. < 99.99%: 10% credit
  2. < 99.9%: 25% credit
  3. < 99.5%: 50% credit

Enterprise SLA

  1. < 99.999%: 10% credit
  2. < 99.99%: 25% credit
  3. < 99.9%: 50% credit

Response Times

Severity Levels

Critical (P1)

  1. Service unavailable
  2. Security breach
  3. Data loss
  4. Complete failure
  5. Standard: 4 hours
  6. Enhanced: 2 hours
  7. Enterprise: 1 hour

High (P2)

  1. Severe degradation
  2. Partial failure
  3. Security threat
  4. Performance issues
  5. Standard: 8 hours
  6. Enhanced: 4 hours
  7. Enterprise: 2 hours

Medium (P3)

  1. Minor degradation
  2. Non-critical failure
  3. Feature issues
  4. Configuration problems
  5. Standard: 24 hours
  6. Enhanced: 12 hours
  7. Enterprise: 6 hours

Low (P4)

  1. General questions
  2. Minor issues
  3. Documentation
  4. Feature requests
  5. Standard: 48 hours
  6. Enhanced: 24 hours
  7. Enterprise: 12 hours

Support Services

Support Channels

  1. Email support
  2. Phone support
  3. Web portal
  4. Ticketing system
  5. Video conferencing
  6. On-site support

Support Hours

  1. Standard: Business hours
  2. Enhanced: Extended hours
  3. Enterprise: 24/7/365

Support Team

  1. Technical experts
  2. Security specialists
  3. System engineers
  4. Network administrators
  5. Database administrators
  6. AI/ML specialists

Maintenance Windows

Scheduled Maintenance

  1. Advance notice: 7 days
  2. Standard window: Sundays 00:00-04:00 UTC
  3. Maximum duration: 4 hours
  4. Frequency: Monthly
  5. Impact notification
  6. Completion confirmation

Emergency Maintenance

  1. Immediate notification
  2. Security patches
  3. Critical updates
  4. Emergency fixes
  5. Impact assessment
  6. Status updates

Performance Metrics

Infrastructure Services

  1. Response time < 100ms
  2. Processing time < 500ms
  3. Queue time < 50ms
  4. Error rate < 0.1%
  5. Concurrent users: As specified
  6. Resource utilization < 80%

Platform Services

  1. API response < 200ms
  2. Database queries < 100ms
  3. Cache hit ratio > 95%
  4. Transaction success > 99.9%
  5. Session handling < 50ms
  6. Service availability: Per tier

AI/ML Services

  1. Model inference < 500ms
  2. Training job completion: As specified
  3. Batch processing: Per agreement
  4. Resource allocation: As configured
  5. Accuracy metrics: Per model
  6. Availability: Per tier

Monitoring & Reporting

System Monitoring

  1. Real-time monitoring
  2. Performance metrics
  3. Resource utilization
  4. Error tracking
  5. Security events
  6. Capacity planning

Regular Reports

  1. Monthly service reports
  2. Performance analytics
  3. Incident summaries
  4. Trend analysis
  5. Capacity planning
  6. Security overview

Disaster Recovery

Recovery Objectives

  1. RPO: Per service tier
  2. RTO: Per service tier
  3. Data backup frequency
  4. Recovery testing
  5. Failover testing
  6. Documentation

Backup Services

  1. Daily incremental
  2. Weekly full backup
  3. Monthly archives
  4. Secure storage
  5. Encryption
  6. Verification

Communication

Status Updates

  1. Service status page
  2. Incident notifications
  3. Maintenance alerts
  4. Resolution updates
  5. Post-mortem reports
  6. Improvement plans

Review Meetings

  1. Standard: Quarterly
  2. Enhanced: Monthly
  3. Enterprise: Weekly
  4. Custom: As needed

SLA Modifications

Change Process

  1. 30-day notice
  2. Client notification
  3. Documentation update
  4. Version control
  5. Implementation plan
  6. Feedback period

Exception Process

  1. Request procedure
  2. Review process
  3. Approval requirements
  4. Documentation
  5. Implementation
  6. Monitoring

Contact Information

For SLA related matters:

  1. Support: support@dev2dev.com
  2. Emergency: +1 (509) 481-5437
  3. Address: 816 W Francis Ave, Ste #125, Spokane, WA 99205

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This Service Level Agreement is effective as of January 16, 2025