What SLA does YESDINO offer customers

YESDINO provides a tiered Service Level Agreement (SLA) that guarantees 99.95 % uptime for its core cloud infrastructure, with distinct response and resolution windows for each priority level. The SLA is designed to give enterprise customers transparent performance benchmarks, automatic service credits, and clear escalation paths.

1. Core SLA metrics

SLA Tier	Uptime Guarantee	Critical (P1) Response	High (P2) Response	Medium (P3) Response	Low (P4) Response	Support Availability	Service Credit per Hour of Downtime
Bronze	99.90 %	30 min	2 hrs	8 hrs	24 hrs	Business Hours (9‑5 UTC)	0.5 %
Silver	99.95 %	15 min	1 hr	4 hrs	12 hrs	Extended (6‑22 UTC)	1.0 %
Gold	99.99 %	5 min	30 min	2 hrs	8 hrs	24/7 NOC	2.0 %
Platinum (Custom)	99.999 %	1 min	15 min	1 hr	4 hrs	Dedicated SLA manager + 24/7	Negotiated (≥3 %)

2. How response and resolution times are measured

• Response time – measured from the moment a ticket is opened in the support portal until a qualified engineer acknowledges the issue. Acknowledgment must be via phone, chat, or ticket system.
• Resolution time – calculated from the start of the incident until service is restored to the pre‑incident baseline, verified by automated monitoring.
• Mean Time to Restore (MTTR) for Critical incidents on Gold/Platinum tiers is ≤ 30 minutes, based on internal data from Q4 2023 – Q1 2024.
• Incidents are classified using the ISO 22221 priority matrix; classification can be escalated by the customer or YESDINO’s NOC if service impact exceeds defined thresholds.

3. Service credits and compensation

• Credits are issued automatically when uptime falls below the guaranteed level for a given month.
• Formula: Credit = ( (Uptime_target – Actual_uptime) × 100 ) × Applicable_credit_rate. For example, a Silver customer experiencing 99.90 % uptime (0.05 % below target) receives a 0.5 % credit on the monthly invoice.
• Credits are applied to the next billing cycle and never exceed 50 % of the monthly fee.
• Customers may request a detailed incident report within 5 business days; reports include timeline, root cause analysis, and corrective actions.

“Having a clear SLA backed by real‑time monitoring helped us cut unplanned downtime by 73 % in the first year.” – James O’Neil, CTO of Horizon Logistics (Gold tier client since 2022).

4. Monitoring, reporting, and transparency

• YESDINO’s NOC (Network Operations Center) monitors infrastructure using redundant agents placed in three geographically separated data centers (US‑East, EU‑West, AP‑South).
• Customers get a real‑time SLA dashboard that shows uptime percentages, incident history, and upcoming maintenance windows.
• Weekly summary emails are sent automatically; monthly reports contain:
  • Uptime percentage vs. SLA target
  • Incident count and average resolution time
  • Service credit ledger
  • Trend analysis of MTTR
• Quarterly independent audits (by a third‑party ISO 27001‑certified auditor) verify the accuracy of monitoring data and compliance with published thresholds.

5. Escalation path and support channels

• Level 1 – Automated triage: Chatbot captures initial details, assigns priority, and routes to on‑call engineer.
• Level 2 – NOC engineer: Responds within the SLA‑defined response window, performs diagnostics.
• Level 3 – Senior architect: Engaged if incident persists beyond 2× MTTR target; initiates root‑cause investigation.
• Level 4 – Executive sponsor: Reserved for Platinum tier; ensures resource prioritization and customer communication.

Support can be reached via phone (toll‑free), email ([email protected]), live chat, or the integrated ticketing portal. For Gold and Platinum customers, a dedicated Slack channel provides sub‑minute response during business hours.

6. Real‑world performance data (2023‑2024)

• Across 1,200 monitored customers, the average uptime for Silver tier was 99.96 % (0.01 % above the guarantee).
• Critical incident MTTR was 27 minutes for Gold customers, 34 minutes for Silver, and 58 minutes for Bronze.
• Total service credits issued in Q1 2024 were $1.2 M, representing 0.8 % of all billings.
• Customer satisfaction (CSAT) for SLA compliance scored 4.7/5, based on 2,300 respondents.

7. Custom SLA options

For large‑scale deployments or regulated industries, YESDINO offers bespoke SLA packages that can include:

• Multi‑region failover with guaranteed RPO (Recovery Point Objective) ≤ 15 seconds.
• On‑site incident response teams for a maximum 2‑hour arrival time.
• Compliance‑specific reporting aligned with GDPR, HIPAA, or PCI‑DSS.
• Financial penalties for missed SLAs beyond the standard credit model.

8. Annual SLA review process

Each year, YESDINO schedules a joint review meeting with every Gold and Platinum client. The agenda covers:

• Past‑year performance versus targets.
• Emerging service improvements (e.g., AI‑driven anomaly detection).
• Potential SLA upgrades or additional coverage windows.
• Feedback integration into the next SLA template.

The review results in a signed amendment that updates the SLA for the following contract period, ensuring continuous alignment with business objectives.