Service Levels¶
This page summarizes the standard NTWIST support service levels. Specific service levels for a given deployment are documented in the customer's master agreement and may differ from the defaults below.
Severity definitions¶
| Severity | Definition |
|---|---|
| S1, Critical | Production system or NTWIST product is unavailable, or a critical operational decision cannot be made because the product is not functioning. |
| S2, High | Major functionality is degraded or unavailable. A workaround may exist but with significant operational impact. |
| S3, Medium | Functionality is degraded with limited operational impact, or a defect exists that affects a non-critical use case. |
| S4, Low | Cosmetic issue, question, documentation gap, or feature request. |
Standard response and resolution targets¶
These are the defaults for production deployments. Customer-specific agreements may set different targets.
| Severity | Initial response | Status updates | Workaround or resolution target |
|---|---|---|---|
| S1, Critical | 1 business hour | Every 2 hours during active engagement | Workaround within 8 hours; resolution within 5 business days |
| S2, High | 4 business hours | Daily during active engagement | Workaround within 1 business day; resolution within 10 business days |
| S3, Medium | 1 business day | Weekly | Next scheduled release |
| S4, Low | 2 business days | As progress is made | Future release at NTWIST discretion |
Business hours are 09:00 to 18:00 local time at the customer's primary site, Monday to Friday excluding the customer's local public holidays, unless an extended-coverage agreement is in place.
On-call coverage¶
Production-impacting S1 and S2 incidents outside business hours are covered through the named on-call channel defined for your deployment. The on-call channel is established during deployment and confirmed in writing.
NTWIST maintains a secondary on-call cadence to ensure coverage during primary on-call unavailability.
Maintenance windows¶
Routine maintenance is performed during pre-agreed maintenance windows. The customer is notified in advance of planned maintenance, with the following minimum notice:
- Standard maintenance: 5 business days notice.
- Security patches that the customer's risk tolerance requires faster: as soon as practical, communicated through the on-call channel.
Exclusions¶
The service levels above apply to issues within NTWIST products and the NTWIST Platform. They do not cover:
- Issues caused by customer-managed infrastructure outside NTWIST's control (host hardware failures, network outages, identity provider unavailability).
- Issues caused by changes the customer has made without coordination with NTWIST.
- Issues caused by third-party software or services not integrated by NTWIST.
In these cases, NTWIST will provide best-effort support and clear scoping of the boundary.