Service Level Agreement
& Uptime Commitments.
We provide enterprise clients with contractual uptime benchmarks, disciplined incident escalation tiers, and transparent service level standards.
Effective Date: October 2026 • Applies to Active Enterprise Engineering & SRE Engagements
99.99% Production Uptime
For enterprise multi-zone active-active architectures and managed cloud clusters, ARAVANTA TECH commits to achieving 99.99% monthly availability (excluding scheduled maintenance). Unscheduled downtime is backed by our formal service credit program.
Incident Severity Classification & Response Times
When an operational disruption occurs, incidents are categorized and dispatched immediately according to severity:
A complete outage of the production environment affecting all users, critical data corruption, or active security perimeter breach requiring immediate containment.
Substantial performance degradation, failure of high-volume asynchronous message queues, or partial redundancy failure while core service remains accessible.
Non-critical system defect with an existing operational workaround, non-blocking telemetry delay, or development environment instability.
General architectural inquiries, optimization advisory, documentation updates, or planned enhancement scoping.
Scheduled Maintenance Windows
Planned infrastructure upgrades, database migrations, or kernel updates are scheduled during predefined off-peak hours (typically 01:00–04:00 UTC). Clients receive a minimum of 5 business days advance notice for any maintenance requiring potential traffic rerouting.
Service Credit Schedule
If monthly availability falls below the 99.99% benchmark due to an ARAVANTA TECH managed system failure, clients are entitled to service credits ranging from 10% to 50% of the monthly engagement retainer upon verification.
Have questions about custom enterprise SLAs, dedicated SRE coverage, or disaster recovery drills?
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