Availability and support terms

The public subscription offer does not include a guaranteed uptime percentage, service credits or a guaranteed response time. A support target is not a measurement of past performance.

An institutional service-level agreement must identify covered services, monitoring source, measurement period, maintenance/exclusions, severity levels, response and recovery targets, escalation contacts, remedies and reporting. These terms become commitments only when agreed in the applicable contract.

Download the service-level planning schedule. This blank schedule is not an executed SLA.