General Service Level Agreement Terms include:

Application Uptime 

• 99.9%

Hotline Support

• Office hours (Monday to Saturday)
• Non office hours, extended support

E-mail Support

• Office hours, respond within 1 hour of inquiry
• Non office hours, respond between 2-4 hours of inquiry

Incident Handling

• Initial response, within 1 hour during normal support hours, and within 2 hours during extended support hours
• Subsequent update, per status change
• Incident report, within T+3 working days

Maintenance

• Urgent, 3 hours notice
• Scheduled, 3 days notice given