This SLA describes the availability and support commitments for Infinite Corporation services. Specific terms are governed by your commercial agreement.
We target [99.9%] monthly availability for the in-scope services, measured as described below. [Confirm.]
| Severity | Description | Target response |
|---|---|---|
| P1 — Critical | Production down | [1 hour] |
| P2 — High | Major impairment | [4 business hours] |
| P3 — Normal | Limited impact / questions | [1 business day] |
Planned maintenance is performed during [defined windows] with advance notice where practical.
Availability targets exclude factors outside our control, including customer environment issues, third-party cloud outages, and scheduled maintenance. [Confirm.]
If availability falls below the commitment, eligible customers may request service credits as set out in the agreement. [Define credit schedule.]
Customers reach support through the support portal or support@infinitecorporation.com.
Last updated: [DATE]