SLA Matrix

All metrics are contractually binding. Live values are sampled from monitoring infrastructure every 60 seconds.

Request full SLA documentation

All systems operational

GDPR (EU) 2016/679 · ISO 27001 · EU AI Act compliant

Penalties enforced per MSA §7.3

SLA Matrix

Service Level Agreements (SLA) & Operational Metrics

All metrics are contractually binding. Live values are sampled from monitoring infrastructure every 60 seconds.

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Business Process	Category	Industry Standard	AskReview Guarantee	Live Status
Cloud Infrastructure Uptime	Infrastructure	99.9%	99.99%	Operational ·
Supply Chain API Latency	Logistics	< 200ms	< 45ms	38ms ·
B2B Lead Processing Time	Marketing	24 hours	< 2 hours	Active ·
Data Security (GDPR)	Compliance	Annual audit	Continuous	Certified
Incident Response Time	Infrastructure	4 hours	< 30 min	Readiness ·
Backup & Recovery (RTO)	Infrastructure	24 hours	< 4 hours	Operational ·
ERP Integration Sync	Software	Batch / nightly	Real-time	Active ·
Customer Support (L1)	Support	8 hours	< 1 hour	Online ·

SLA metrics are contractually enforced. Penalties apply per §7.3 of the Master Service Agreement. Data processed under GDPR (EU) 2016/679.

View SLA Details Request full SLA documentation

Enforcement

Penalty & Escalation Framework

Tier 1

SLA breach < 30 min

Automatic incident ticket, engineer notified within 5 min

Service credit: 5% of monthly fee

Tier 2

SLA breach 30–120 min

Senior engineer escalation, client notified, war-room opened

Service credit: 15% of monthly fee

Tier 3

SLA breach > 120 min

CTO escalation, full post-mortem within 48h, remediation plan

Service credit: 30% of monthly fee

All penalties are applied as service credits to the following billing cycle. Credits do not expire. Full escalation procedures are defined in the Master Service Agreement provided at contract signing.

Need a custom SLA?

Enterprise clients can negotiate custom SLA parameters. Contact us to discuss your requirements.

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