Enterprise trust signals
Severity model
Response and restoration by severity
Applies to managed services and post-go-live support. Programme delivery SLAs are scoped per engagement and written into the SOW.
| Severity | Response | Restoration target |
|---|---|---|
P1 — Critical | 15 minutes | 4 hours target |
P2 — High | 1 hour | 8 business hours |
P3 — Medium | 4 business hours | 2 business days |
P4 — Low | 1 business day | Next release cycle |
Operating commitments
Beyond ticket times.
Availability
99.9% monthly for managed platforms; bespoke SLAs for sovereign workloads.
Security incident notification
Within contractual window — typically 24 hours of confirmed material incident.
Service reporting
Monthly SLA report + quarterly business review with named account lead.
Support hours
24/7 for P1/P2; business hours for P3/P4 (region-aligned).
Change windows
Pre-approved windows, documented runbooks, rollback paths.
Credits & remedies
Service credit schedule documented in MSA — never optional.
Need a bespoke SLA?
Sovereign workloads, regulator-impacting systems and 24/7 mission-critical platforms can be supported under custom availability, restoration and notification commitments.
- 99.99% availability tiers
- Bespoke restoration targets
- On-site engineer commitments
- Regulator notification orchestration
Talk to ZuriTech
Scope a managed-services SLA.
A senior partner will tailor response, restoration and availability to your operating model and regulator.
- 24-hour response SLA — 1 hour for high-priority sectors
- NDA-ready intake · RFP upload · secure routing
- Senior-partner-led delivery on every engagement