SLA Agreement
Our service level commitments for enterprise engagements.
Service Availability
For managed infrastructure services, Algroton commits to 99.9% monthly uptime (excluding scheduled maintenance), equivalent to no more than 8.7 hours of unplanned downtime per year.
Premium SLA tiers offering 99.95% and 99.99% uptime commitments are available for mission-critical systems.
Incident Response Times
P1 (Critical - service down): 15-minute initial response, 4-hour resolution target.
P2 (High - major degradation): 30-minute initial response, 8-hour resolution target.
P3 (Medium - minor impact): 2-hour initial response, 24-hour resolution target.
P4 (Low - cosmetic/advisory): 8-hour initial response, 72-hour resolution target.
Support Coverage
Standard: Business hours support (09:00–18:00 Monday–Friday, LK time).
Extended: Business hours across LK, UK, and UAE time zones.
Premium: 24×7 on-call engineering support with dedicated Slack channel.
Service Credits
In the event of SLA breach, clients are entitled to service credits calculated as a percentage of monthly fees proportional to downtime duration.
Service credits are the sole and exclusive remedy for SLA breaches.
Exclusions
SLA commitments do not apply to: scheduled maintenance windows (communicated 48 hours in advance), force majeure events, or issues caused by client-side changes or third-party providers outside our control.