SLAs
The following SLAs are our realistic target recovery times:
| Recovery category |
Recovery method |
Recovery times |
Op. hours |
C1
Individual files |
Non-system files done by you or with help-desk assistance |
Minutes |
Self or standard help-desk hours |
C2
Loss of server or system integrity |
Complete server restore (latest image or roll-back) |
2-6 hours1 |
24*7 |
C3
Loss of environment |
To alternative offices or datacentre
| 24 hours
|
24 * 7 |
1. Once hardware repaired or delivery of new server if replacement server not being provided by us