Service Levels
Public services
Public websites, research surfaces and demos have no uptime, recovery-time or support SLA. They may change, be interrupted or be withdrawn.
Pilots
Pilot support and response expectations are best effort unless the pilot agreement states specific service levels.
Production
Production availability, support windows, severity definitions, response targets, recovery targets and service credits apply only when explicitly agreed in writing for that service.
Measurement
Where a production SLA is agreed, the agreement must define the measured service boundary, measurement source, exclusions and reporting period.
Exclusions
Unless a production agreement states otherwise, maintenance, customer-caused failures, third-party failures outside the agreed service boundary, force majeure and misuse are not represented as covered availability.
Contact
Operational and contractual enquiries: njaal@valoresearch.org