Service Level Agreement (SLA):
Parametr SLA
Due date
Failure request acceptance time
24 hours a day
Failure request with a description of the problem shall be sent to the e-mail address
Failure response time
No more than 12 hours
Failure request with problem description sent to
Failure resolution time
No more than 48 hours
Does not take into account the time to search for the incident and find the reasons for it