Service Level Agreements (SLAs)

Cloud SLAs and Zimbra SLAs

Response Times – Mindcentric Service Level Agreement
Severity Level	Response Times (Maximum)	Description
Severity Level 1	< 15 Minutes (24x7)	Urgent requests for service(s) down or affecting the majority of users/services.
Severity Level 2	< 1 Hours (24x7)	Important requests that are or could affect the customer’s business (majority effecting issue).
Severity Level 3	< 2 Business Hours	Customer escalation affecting key users or services (not down or majority effecting issue)
Severity Level 4	< 4 Business Hours	Day to day questions, report bugs, changes, how to questions, non-urgent issues
These are guaranteed times to respond. Actual response times are much sooner. Emergency support cases are responded to in less then 5 minutes and almost others are responded to in less then 30 minutes. These are not guaranteed time to resolution, as that can vary depending on the issue or if external software/hardware vendors are involved.

Uptime – Service Level Agreement
Level	Up-Times	Description
Data Centers	100%	The data center facilities, power, cooling, etc
Network	99.999%	This is the core network and access to the Internet
Infrastructure	99.999%	Computing and storage infrastructure
Applications	99.999%	Applications and databases
Data & disaster recovery	100%	100% protection and up-time with a multiple data center configuration
Up times for individual customers may vary (increased or decreased) depending the requirements and configurations.