Service Level Agreement

Availability framework

Applicable infrastructure services target 99.9% availability unless a service-specific quotation or contract states a different level. Upstream infrastructure dependencies are handled on a back-to-back basis where relevant.

Different service metrics

Infrastructure availability, support availability, Remote Hands scheduling and hardware replacement are different service characteristics. A network availability target does not create a fixed support-response guarantee.

Hardware incidents

Hardware incidents are triaged as soon as reported or detected. Resolution depends on component availability, hardware type and facility access. Non-stock or complex scenarios may require additional time.