Service Level Agreement (SLA)

each tier of feature service provides increasing levels of support and service assurances that are aligned with the capability of dlh io to support our customers the table(s) below provide a breakdown of each service feature tier align with the respective sla attributes that will allow each customer to understand expectations surrounding use of the dlh io service these sla's are backed by the dlh io support team, so that when an support ticket is submitted by a customer regarding an issue, bug, or other unexpected behavior of the platform, our team is ready to receive and handle the requests to resolution customers can report incidents and submit support requests via our dlh io support portal , https //support datalakehouse io we maintain a team of engineers and support technicians that provide a sufficient balance for ticket triage and ticket resolution handling for our growing customer base if dlh io is unable to maintain the service levels for each service offerred as described further in this sla, then the customer may be eligible for a credit which may go towards its monthly service fees this sla may be updated from time to time where the most recent version of this is found in the legal section of our website, httpss\ //datalakehouse com/legal/ our core services sla core service name description monthly uptime % other detail core web application this is the main ui access point 99% n/a developer api the developer api used to interact programatically with dlh io 99% n/a analytics dashboards dashboards representing dlh io analytics applications marketplace items 99% n/a analytics models models related to the transformation of data for application specific ontologies 99% n/a initial response time this is the time it takes for a support agent to respond via email to any issue once submitted by a customer requests for support must be submitted via the dlh io support portal in order to qualify for the response times and slas outlined initiate response times one of our dlh io agents will respond to your support ticket request in accorance with the ticket severity as outline in this table level basic plan enterprise plan business critical plan level 1 4 8 hours 4 hours 1 2 hours level 2 8 16 hours 8 12 hours 4 8 hours level 3 24 48 hours 8 16 hours 8 16 hours level 4 24 48 hours 24 hours 8 24 hours severity levels severity details level 1 (urgent & production delays) where any part of the reported feature has an impact to your production systems have a significant risk of loss due to issues with the platform level 2 (high priority) an effective result of the platform's current status is affecting the ability to use the dlh io solution for it's desired and already incorporated process results a work around may be temporarily in place but a solution needs to be delivered quickly level 3 (issue/bug) functionality in the desired use of the platform is mainly accessible and operational, however some functionality of the dlh io platform appears to have a moderate or low impact on performance expectations level 4 (low priority) some functionality in the platform seems to be having an impact on desired behavior or utility however, the impact is minimal as it relates to critical systems or use of a specific feature maintenance windows maintenance windows are periods of time where updates (new features, fixes, enhancements, etc ) are made to the platform our attempts to provide several days, often a week's, advance notice of maintenance to the platform for potential break fix updates the platform will use times of the day where the least amount of activity on the platform is taking place customers with custom or decicated environments (usually those on the business critical plan(s)) may have additional options to delay maintenance windows in order to ensure their processes or maintenance windows can be in alignment while we have solid platform update processes in place, the typical maintenance window only last between 1 2 hours, with a maximum maintenance window of 8 hours during maintenance windows customers are encouraged to communicate to their users any potential downtime that may result from data freshness delays if there are any concerns regarding maintenance windows please submit a ticket to our customer support docid\ pbtuxndqrdogoroejbgsv portal