What are the Performance-based Service Levels?
Through the shared service multi-tenancy approach Mezzanine is able to offer an end-to-end service level:
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99% up-time
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All transactions replicated to a secondary instance.
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One secondary instance operating as a warm standby site.
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Point-in-time recovery for all source code and application data.
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All transactions constantly replicated to an off-site backup copy.
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Full backups performed on a weekly basis.
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Firewall protection for servers against threats from the Internet.
Commitment to delivering on the following performance targets:
|
Priority |
Impact |
Resolution target |
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|
P1 Critical |
A fault resulting in the majority of users unable to use the Service sufficiently. No workarounds available. |
90% within 7 hours |
||
|
P2 Major |
A fault resulting in multiple users unable to use the Service sufficiently. Workarounds are available. |
90% within 14 hours |
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|
P3 Minor |
Customers report repeated quality problems, intermittent faults or degraded service. Workarounds are available. |
90% within 5 business days |
