SERVICE AND SUPPORT POLICY
SERVICE LEVELS OBJECTIVES
- Supply Wisdom is fully hosted on Amazon Web Services (AWS) and the application uptime service levels are governed by AWS SLAs. For a copy of the AWS SLA, click here.
- Supply Wisdom SLOs for the subscription service are provided below.
Support Requests and Objectives
| Urgency | Description | Estimated Response Time | Estimated Resolution Time |
| High | Major impact to business | 12 hours | 3 business days |
| Medium | Minor impact to business; high impact to users | 24 hours | 1 business week |
| Low | Minor impact to business and users | 48 hours | To be decided based on issue |
Incident Management Requests and Objectives
| Priority | Description | Estimated Response Time | Estimated Resolution Time |
| 1 | Major impact to business | 12 hours | 3 business days |
| 2 | Minor impact to business; high impact to users | 24 hours | 1 business week |
| 3 | Minor impact to business and users | 48 hours | To be decided based on issue |
| 4 | No impact to business or users | 72 hours | To be decided based on issue |
Key Performance Indicators (KPIs)
Uptime percent objectives are as set forth in the AWS SLAs referenced above.