Kami Electronics SLA (Service Level Agreement)
Last Update:
January 1, 2024
Service Description: Provide vehicle tracking as a service.
Performance Levels: Availability: 99% monthly uptime.
Responsibilities:
Provider: Maintain infrastructure and respond to outages within a maximum of 2 hours.
Customer: Pay monthly invoices on time and notify about technical issues.
Customer: Use the service in accordance with acceptable use policies.
Penalties and Rewards: Bill credits for each day of outage that exceeds the allowed time.
Kami Electronics SLO (Service Level Objective)
Last Update:
January 1, 2024
Availability: The database must be available 99.99% of the time in a calendar month.
Response Time: Database queries must be completed in less than 100 milliseconds 95% of the time.
Error Rate: Failed transactions must not exceed 0.01% of total transactions.
Page Load Time: Pages must load in less than 2 seconds 99% of the monthly uptime.
Server Response Time: The server must respond to requests in less than 500 milliseconds 99% of the monthly uptime.
API Error Rate: API calls must have a success rate of 99% of the monthly uptime.
First Response Time: Support requests must receive an initial response within 1 hour during business hours.
Ticket Resolution: 90% of tickets must be resolved within 24 hours.