1. Service Availability Guarantee
For clients under Dev Remind managed hosting and SLA retainers, we guarantee 99.9% monthly uptime across production cloud infrastructure (excluding scheduled maintenance windows announced with at least 48 hours prior notice).
2. Incident Severity & Response Times
| Severity Level | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Production site down or checkout completely halted | < 1 Hour | < 4 Hours |
| P2 - Major | Core feature degraded but site remains operational | < 4 Hours | < 12 Hours |
| P3 - Minor | Cosmetic defects or content copy adjustments | < 24 Hours | < 48 Hours |
3. Direct Engineering Triage
SLA retainers include dedicated WhatsApp channels connecting directly to on-call senior engineers. No automated tier-1 ticketing delays.