SLA & Service Commitment
Clear service level agreements to ensure your business continuity
Response Time Commitment
- P1 Issues (System unavailable): Response within 15 minutes, solution within 2 hours
- P2 Issues (Functionality impaired): Response within 30 minutes, solution within 4 hours
- P3 Issues (General inquiries): Response within 2 hours, resolution within 1 business day
Service Availability
Commit to system availability of 99.9% or higher (annual calculation). Through multi-AZ deployment, automatic failover, regular backups, etc., ensure stable system operation.
Data Backup
Automatic daily data backups, retaining the most recent 30 days. Backup data is encrypted and stored on servers in different geographic locations to ensure data security.
Security Updates
Timely follow-up of security patches and system updates. For high-risk vulnerabilities, complete fixes within 24 hours; for medium-low risk vulnerabilities, complete fixes within 7 days.
Performance Monitoring
7×24 hour performance monitoring, real-time tracking of system operation status. Detect anomalies and alert early to prevent issues. Provide monthly performance reports to help clients understand system operation status.
Continuous Optimization
Based on monitoring data and user feedback, continuously optimize system performance. Regularly provide optimization recommendations, including database optimization, caching strategies, code refactoring, etc., ensuring the system always maintains optimal status.
Communication Mechanism
Establish regular communication mechanisms, conduct monthly service review meetings. In emergencies, directly contact technical leads via phone or instant messaging tools to ensure issues are handled quickly.