SLA Management, Support, & Services
Industry-Leading Service Level Agreements
Service Level Agreements are an indication of trust between a service provider and a customer.
Our industry-leading SLA is a true representation of what you can count on from Datavail. We are committed to supporting and protecting your mission critical data and providing assurance of that protection and support is a critical element of our success.
| Category | Description |
| Priority 1 Incident |
Emergency or critical condition Production impact on a wide scale (DB Down, Space Full, Log Error, etc…) |
| Priority 2 Incident |
High impact to client Production still able to function (Bottlenecks, Job Failure, session waits, etc…) |
| Priority 3 Incident |
Low or no immediate impact to client Warning, threshold or trending alert (Fragmentation, Bad SQL, Capacity, etc…) |
| Service Task | Duration less than 15 minutes 4 business hours notice to start task e.g. Add User, Kill Session, Execute DDL/DML, Reset Password, etc… |
| Service Request | Duration between 15 minutes and 2 hours Notice to start request determined by criticality e.g. SQL Tuning, Apply Patch, Data Refreshes, Root Cause Analysis, etc… |
| Project | Duration over 2 hours to complete Notice to start request determined by criticality e.g. Major Upgrade, Migrations, Proactive Administration, Coding, etc… |
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