Availability: 99.0%, 24x7, excluding planned downtime, calculated monthly. Maintenance window which is identified as 10:00p Saturday to 2:00a Sunday
Service Request Response:
|Service Request||Response||Design and Assessment|
|Routine Request||8 business hours||5 business days|
|Critical Incident - one or more site is unavailable||1 hour||8 hours|
|Routine Incident - isolated to a single site, not affecting service availability.||4 business hours||24 business hours|
Website development and design.