Service Level Agreement (SLA)

Scope

This page provides a high-level overview of typical service levels for Northstar deployments. Customer-specific SLA terms (including credits) are finalized in the enterprise agreement.

Availability Targets

• Platform availability targets are defined per deployment topology (managed enclave vs. customer VPC).
• Critical workflow paths are monitored with p95/p99 latency and error budgets.
• Maintenance windows are communicated in advance when possible.

Support & Incident Response

• Severity-based response targets (e.g., Sev 1, Sev 2) agreed per customer.
• On-call escalation for production incidents during business hours or 24/7 (contracted).
• Post-incident report for material incidents, including remediation actions.

Exclusions

Availability and performance are affected by customer-controlled dependencies (e.g., third-party APIs, network connectivity, upstream data quality). Those components are typically excluded from SLA calculations unless explicitly covered.