Thru SLA & Recovery Objectives
99.9% Service Level Agreement (SLA)
Thru Enterprise Plans include a 99.9% uptime Service Level Agreement (SLA) with details described in the master service agreement (MSA).
Thru recovery time objective (RTO) is 48 hours maximum.
Thru recovery point objective (RPO) is 1 hour.
Response Times & Severity Categories
Severity categories and response times are as follows:
Severity #1 - Severe business impact (e.g. no files are transferring) Cannot access site.
Severity #2 - Severity 2 High business impact (e.g. many files are not transferring, performance, degradation) Can access site.
Severity #3 - Moderate business impact (e.g. some files are not transferring, performance, degradation) Standard Question.
Severity #4 - Minor or no business impact (Request - Training or Professional Services)
Severity | Description of Severity Level | Target Time to Response | Target Time to Resolution |
Severity 1 (S1) | Complete Loss of Service | 2hrs | 4hrs |
Severity 2 (S2) | Major Loss of Functionality | 4hrs | 24hrs |
Severity 3 (S3) | Standard issue | 24bhs | 72bhs |
Severity 4 (S4) | Questions, Training, Professional Assistance | 72bhs | 96bhs |
SLA Calendars: | |||
Workflow Status and Priority | Severity 1 and 2 issues have their own workflow status. The status of each ticket is available in the Thru Portal. Severity 1 issues are noted as status S1 with priority set to Blocker. Severity 2 issues are noted a status S2 with priority set to Critical. | |
|---|---|---|
Severity Level | Priority | Workflow Status |
Severity 1 (S1) | Blocker | S1 (Triggers Internal Alerts) |
Severity 2 (S2) | Critical | S2 (Triggers Internal Alerts) |
Severity 3 (S3) | Normal | Workflow status other than S1 or S2 |
Severity 4 (S4) | Low | Workflow status other than S1 or S2 |