PAiC BD SLA Terms

Managed Services

99.9% Uptime Guarantee*
Initial Response Time
  • Severity High < 15 min.
  • Severity Medium < 1 hour
  • Severity Low < 4 hours

* 99.9% credit for any month not reached

Premium SLA Terms

Hours of Coverage: 24/7
Initial Response Time
  • Severity High < 1 hour
  • Severity Medium < 4 hours
  • Severity Low < 12 hours

Standard SLA Terms

Hours of Coverage: 24/7
Initial Response Time
  • Severity High < 4 hours
  • Severity Medium < 12 hours
  • Severity Low < 24 hours

Basic SLA Terms

Hours of Coverage: 24/7
Initial Response Time
  • Severity High < 12 hours
  • Severity Medium < 24 hours
  • Severity Low < 48 hours

Severity Levels & Escalation

Severity High

Business impacted, no workaround available
  • Production is halted or noticeably unstable
  • Key functions unavailable, without a workaround
  • Noticeable downgrade of performance

Severity Medium

Business impact, but workaround available
  • Features unavailable, known workaround
  • Minor functional flaws, addressed manually
  • Non-revenue-generating operations affected

Severity Low

Business operations not immediately impacted
  • Improvement opportunities, no functional impact
  • Issues with no impact on daily operations
  • General inquiries or
    requests

Escalation Levels

Technical Support Escalation
Procedure
  • Step 1: Jira Workspace paicbd.atlassian.net/
  • Step 2: Slack chat for Technical Support
  • Step 3: Support Hotline
    +1 650 6208600

How can we help you?

Share with us your needs and budget, and we will find a win-win product and service combination for your project.

Let's Talk!