6ELA Service Level Agreement

6ELA Service Level Agreement

Availability Target


Target platform availability:


  • 99.5% per calendar month


Excluding:


  • Scheduled maintenance
  • Force majeure events
  • Third-party service failures


Support Hours


Monday to Friday


09:00 – 17:30 UK Time


Excluding UK public holidays.


Incident Priorities


Critical


Complete platform outage.


  • Target response: 4 business hours.


High


Major functionality affected.


  • Target response: 8 business hours.


Medium


Limited impact.


  • Target response: 1 business day.


Low


General enquiries and enhancement requests.


  • Target response: 3 business days.

Contact us any time

Contact us any time