ENTERPRISE SLA COMMITMENT
Service Level Agreement (SLA)
Effective Date: September 2026 • Contract Annexure B
1. Availability Guarantees
Techvanam Solutions commits to delivering continuous system availability across all licensed production environments:
- TechVanam BankSuite Core Ledger: 99.999% Annual Monthly Availability (< 26 seconds allowable unplanned downtime per month).
- TechVanam ERP & CRM Production Clusters: 99.99% Monthly Availability (< 4.3 minutes allowable unplanned downtime per month).
2. Recovery Objectives (RPO & RTO)
Recovery Point Objective (RPO)
RPO = 0 (Zero Loss)
Synchronous active-active replication ensures zero committed transaction loss during zone failure.
Recovery Time Objective (RTO)
RTO < 120 Seconds
Automated Raft consensus election switches traffic to healthy geo-nodes automatically.
3. Incident Severity & Response Tiers
| Severity Level | Definition | First Response SLA | Engineering Escalation |
|---|---|---|---|
| Severity 1 (Critical) | Core ledger down, unable to process payments or shop-floor stoppage | < 15 Minutes | VP of Engineering + Named Architect |
| Severity 2 (Major) | Core operational, non-blocking module impairment (e.g. reporting delay) | < 1 Hour | Senior Systems Architect |
| Severity 3 (Standard) | Cosmetic issue, feature query, routine configuration change | < 4 Hours | Core Engineering Team |
4. Service Credit Remedies
In the event that monthly uptime falls below contractual thresholds, customer accounts receive automatic billing credits as defined in Schedule C of the Master Services Agreement (up to 50% of monthly licensing fee).