Silver SLA Package Terms
Overview
The Silver SLA Package provides enhanced service level commitments for Engagements. This tier offers improved response times and extended support coverage suitable for important business systems requiring enhanced availability.
Response and Resolution Times
Business Hours Definition: For this SLA tier, Business Hours are defined as 12x5 support: Monday through Friday, 6AM to 6PM Pacific time, excluding holidays.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 1 Business Hour | 4 Business Hours |
| 2 | 2 Business Hours | 8 Business Hours |
| 3 | 4 Business Hours | 3 business days |
| 4 | 2 Business days | 4 business days |
| 5 | 2 Business days | 5 business days |
| 6 | Best Effort | Best Effort |
Service Quotas and Limits
Note: Specific numeric limits for Monthly Incidents, Quarterly P1 Incidents, and Out-Of-Band Change & Release quotas to be defined in future update.
| Quota | Limit | Extensible |
|---|---|---|
| Monthly Incidents | To be specified | Yes, Bundles |
| Quarterly P1 Incidents | To be specified | Yes, Per Incident |
| Out-Of-Band Change & Release | To be specified | No |
| VIP User Designations | 10 | For certain users |
Service Level Commitments
Response Times
Response times are measured from the time an incident is reported to when initial acknowledgment and assessment begins. Priority 1 incidents receive response within 1 Business Hour, with graduated response times for lower priority issues as detailed in the table above. All response and resolution times are measured in Business Hours as defined for this SLA tier.
Availability Guarantees
Silver tier provides enhanced availability commitments with improved monitoring and proactive support measures. Service availability is monitored continuously with faster response to degradation or outages.
Support Coverage
Silver SLA provides extended support coverage (12x5 or 12/5 support, 6AM to 6PM Pacific time, Monday through Friday) with enhanced escalation paths for critical incidents. VIP user designations provide a priority bump for up to 10 users, doubling the capacity available in the Bronze tier. After-hours and holiday support not included but available for time and materials.
Scope of Services
Included Services
- Incident management and resolution within defined SLA timeframes
- Extended support coverage beyond standard business hours
- Enhanced monthly incident quota with bundle extensibility
- Quarterly Priority 1 incident handling with per-incident extensibility
- VIP user designation for up to 10 users
- Proactive monitoring and alerts
Exclusions
- Out-of-band change and release management (not extensible at this tier)
- 24/7 premium support (available in higher tiers)
- Dedicated account management
- Custom development work
Performance Metrics
Uptime Commitments
Silver tier includes improved uptime commitments with enhanced monitoring and faster incident detection. Monthly reporting provides detailed availability metrics and trend analysis.
Resolution Targets
Resolution targets align with Bronze tier timeframes but benefit from enhanced resources and escalation paths, improving the likelihood of meeting or exceeding committed resolution times.
Service Credits
Service credits may apply when committed response times or resolution times are not met, subject to the terms of the underlying service agreement. Silver tier credit calculations reflect the higher service expectations and may result in proportionally higher credits for breaches.
Additional Terms
The Silver SLA tier is designed for organizations requiring enhanced support with extended coverage and increased VIP user capacity. This tier provides 12x5 or 12/5 support (6AM to 6PM Pacific time, Monday through Friday), offering a strong balance between cost and service level for business-critical systems requiring reliable support beyond basic business hours. After-hours and holiday support not included but available for time and materials.