Service Level Framework
The contractually binding service levels are governed in the framework agreement between the customer and Inventx. The values listed in this chapter are not contractually binding, but serve exclusively to provide context for the services described in the Service Catalog.
Service Delivery Point
The Service Delivery Point (SDP) defines the technical interface at which the service delivery by Inventx ends and responsibility transfers to the customer. Depending on the service model, the SDP is defined at different levels, which results in separate Service Level Targets for each level.
Service Delivery Point Infrastructure
The SDP Infrastructure applies to all services whose service delivery ends at the infrastructure level (IaaS) – that is, where Inventx provides the underlying physical and virtualized resources. The following Service Level Targets refer to availability at this level and apply to all services that build on this service delivery point.
| SLP | Bronze | Silver | Gold | Platinum | Rhodium |
|---|---|---|---|---|---|
| Availability | n.a. | 99.40% | 99.40% | 99.90% | 99.90% |
| Outage Frequency p.m. | n.a. | 2 | 2 | 1 | 1 |
| Outage Frequency p.a. | n.a. | 6 | 6 | 4 | 4 |
Service Delivery Point Platform
The SDP Platform applies to all services whose service delivery ends at the platform level (PaaS) – that is, where Inventx additionally provides and is responsible for the operational platform in addition to the infrastructure. The following Service Level Targets refer to availability at this level and apply to all services that build on this service delivery point.
| SLP | Bronze | Silver | Gold | Platinum | Rhodium |
|---|---|---|---|---|---|
| Availability | Best Effort | 99.20% | 99.60% | 99.80% | 99.95% |
| Outage Frequency p.m. | Best Effort | 1 | 1 | 1 | 1 |
| Outage Frequency p.a. | Best Effort | 9 | 9 | 6 | 4 |
| Max. Net Downtime per Incident | Best Effort | Best Effort | Best Effort | Best Effort | Best Effort |
Service Time
For each Service Level Target listed in the preceding sections, the following Service Time applies – regardless of the service delivery point:
| Tier | Service Time |
|---|---|
| Bronze, Silver | Standard |
| Gold, Platinum, Rhodium | 7 x 24 |