Legal, SLA & SupportSLA
SLA Overview
Service level agreement — general overview and differences between models
The Service Level Agreement (SLA) describes the level of availability and support offered for the SSM.ro platform. The terms differ significantly between the two deployment models.
Differs depending on the model
Shared Model (SaaS): guaranteed availability of 99.9% monthly; scheduled maintenance windows are excluded. Enterprise Model (Dedicated): 99.9% guaranteed monthly availability; own maintenance windows negotiated contractually. See Deployment Models.
What the SLA covers
| Topic | Page |
|---|---|
| Guaranteed availability levels | Availability Levels |
| How uptime is measured and reported | Uptime Measurement and Reporting |
| Service credits and excluded situations | Credits and Exclusions |
| Maintenance windows | Maintenance Windows |
| Availability status and history | Status and History |
Recovery objectives
Regardless of the model, the platform pursues recovery objectives in the event of an incident (RTO/RPO) — see RTO and RPO.
Support
Support response times and the available channels are described in the Support section.