SLA 2017-07-27T21:12:19+00:00

OrangeGrid SLA

Last Updated July 2017

Severity 1

Description: All user portals are down, latent to the point that they cannot be reasonably accessed, or core functionality is impaired with no workaround.

Severity 2

Description: A specific user portal or services is down, latent to the point that they cannot be reasonably accessed, or core functionality is impaired with no workaround.

Severity 3

Description: One or more portals or services are experiencing latency, or core functionality is impaired but there is a workaround.

Severity 4

Description: Functionality of a non-critical component is impaired with or without a workaround.

Severity Level 1: 15 minutes

Severity Level 2: 30 minutes

Severity Level 3:  1 hour

Severity Level 4:  8 business hours

  • Problems should be reported to the customer’s assigned Relationship Manager via email or phone
  • Each Relationship Manager will provide their customers with an escalation matrix and on-call information to report issues after hours
  • Service tickets include any request for a change in the system or configuration of the services provided to the customer
  • Service tickets will be responded to within 1 business day
  • Uptime is measured by an external monitoring system
  • Uptime sampling period is from 5am to 6pm Pacific, 7 days a week
  • Target uptime meets or exceeds 99.95%
  • OrangeGrid will take commercially reasonable efforts to make the system available 24×7
  • OrangeGrid business hours are 5am – 6pm, Monday – Friday
  • After hours support for Severity 1 and 2 level issues is provided via on-call
  • A standing weekly maintenance window is established starting Saturday 8 pm and extending to Sunday 2 am. OrangeGrid shall make every effort to keep all maintenance activities within the standing window.
  • OrangeGrid reserves the right to schedule Emergency maintenance with or without notice between the hours of 8pm and 2am 7 days a week