SLA Matrix
SLA Matrix
All metrics are contractually binding. Live values are sampled from monitoring infrastructure every 60 seconds.
SLA Matrix
Service Level Agreements (SLA) & Operational Metrics
All metrics are contractually binding. Live values are sampled from monitoring infrastructure every 60 seconds.
| Business Process | Industry Standard | AskReview Guarantee | Live Status |
|---|---|---|---|
| Cloud Infrastructure Uptime | 99.9% | 99.99% | Operational |
| Supply Chain API Latency | < 200ms | < 45ms | 38ms |
| B2B Lead Processing Time | 24 hours | < 2 hours | Active |
| Data Security (GDPR) | Annual audit | Continuous | Certified |
| Incident Response Time | 4 hours | < 30 min | Readiness |
| Backup & Recovery (RTO) | 24 hours | < 4 hours | Operational |
| ERP Integration Sync | Batch / nightly | Real-time | Active |
| Customer Support (L1) | 8 hours | < 1 hour | Online |
Enforcement
Penalty & Escalation Framework
SLA breach < 30 min
Automatic incident ticket, engineer notified within 5 min
Service credit: 5% of monthly fee
SLA breach 30–120 min
Senior engineer escalation, client notified, war-room opened
Service credit: 15% of monthly fee
SLA breach > 120 min
CTO escalation, full post-mortem within 48h, remediation plan
Service credit: 30% of monthly fee
All penalties are applied as service credits to the following billing cycle. Credits do not expire. Full escalation procedures are defined in the Master Service Agreement provided at contract signing.
Need a custom SLA?
Enterprise clients can negotiate custom SLA parameters. Contact us to discuss your requirements.