SLA & Support Priority Levels

Skpr guarantees a monthly average of 99.95% uptime for the platform.

Skpr is built on top of AWS Managed Services. SLAs for AWS Managed Service can be found here:

  • CloudFront - https://aws.amazon.com/cloudfront/sla
  • WAF - https://aws.amazon.com/waf/sla
  • ELB - https://aws.amazon.com/elasticloadbalancing/sla
  • EC2 - https://aws.amazon.com/compute/sla
  • EKS - https://aws.amazon.com/eks/sla
  • RDS - https://aws.amazon.com/rds/sla
  • EFS - https://aws.amazon.com/efs/sla
  • VPC - https://aws.amazon.com/vpc/sla

Maintenance Windows

The platform has a maintenance window every Thursday evening between 9pm and 10pm (AEDT).

We do not expect services to have any downtime during this window, however customers will be notified if downtime is required.

Backups

Type Retention Schedule
Daily 7 Days Nightly.
Weekly 5 weeks First day of the week.
Monthly 7 Months First day of the month.

Monitoring

Skpr is monitored at the following layers: * API * Control Plane * Cluster eg. Compute instances * Managed Services eg. EKS, RDS, EFS etc

Priority Levels

Immediate

The production environment (live website) is not functioning or the platform is unavailable.

Process

Client to lodge a support ticket and then phone the support line.

Response

Initial response as quickly as practical, and issues will be resolved above all other tasks.

Urgent

Major errors occurring within the production environment (live website). e.g. Regular application crashes.

Process

Client to lodge a support ticket. Out of hours, phone the support line to alert them of the issue being lodged.

Response

Initial response within 2 hours to clarify details, with work commencing immediately upon the issue being acknowledged.

High

Errors occurring within platform that impede management. e.g. Cannot deploy

Process

Client to lodge a support ticket.

Response

Initial response within the same working day and work scheduled to commence within 1 working day.

Normal

Intermittent issues with the platform.

Process

Client to lodge a support ticket.

Response

Initial response by the next working day and work scheduled to commence within 2 working days.