SLA
SLA (Service Level Agreement)
| No | Parameter | Measurement | Unit | Value |
|---|---|---|---|---|
1 | Error port rate | The failure rate attempts to transmit data in port | % | 0.05% |
2 | Planned maintenance windows | Routine maintenance once a month (maximum 2 hours); send a notification to the customer at least 48 hours before | hours | Between 2.00 - 6.00 hr (GMT+8) |
3 | Technical Support Service | 24 hours monitoring and reporting of issues | days | 24 hours a day, 365 days |
4 | Delayed data transmission (unidirectional) | Average delay in data transmission | ms | 1 |
5 | Delayed data transmission (unidirectional) | Standard deviation delay | ms | +/-1ms |
6 | Guaranteed level of accessibility of the service | Best effort accessibility is the total time in a month in which the customer has the opportunity to use the service | % days | 99.99% |
7 | Time for initial connection to the service | The time for which 95% and 99% of requests are met the fastest | days | 2 days |
