Service Level Agreement

This Service Level Agreement (SLA) outlines the performance and availability standards provided by TitaniumCode for managed systems.

1. Availability Target

We strive for 99.9% uptime for all managed cloud infrastructures. Downtime is defined as the total loss of service availability for more than 5 consecutive minutes.

2. Response Times

Critical issues (system down) are responded to within 4 hours. Non-critical bugs are addressed within 2-5 business days.

3. Maintenance Windows

Scheduled maintenance is performed during low-traffic windows (typically 02:00 - 05:00 UTC) and is communicated 48 hours in advance.