Availability Target: 99.98% Continuous Uptime • Monitored 24/7/365
1 99.98% Operational Availability Commitment
Npontu Technologies guarantees a minimum monthly platform uptime of 99.98% for the Support Activity Tracker and associated health probe APIs. This corresponds to an allowed unscheduled downtime error budget of less than 8 minutes and 45 seconds per month.
99.98%
Monthly Uptime SLA
< 100ms
Probe API Latency
8 Subsystems
Continuous Monitoring
24/7/365
NOC Shift Rotations
2 Incident Severity & Mean Time to Resolution (MTTR) Targets
| Severity Level | Definition & Impact | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Platform unreachable, shift handover engine down, or automated probes failing across clusters. | ≤ 5 minutes | ≤ 30 minutes |
| P2 - High | Degraded telemetry latency (> 300ms) or operational chat war room broadcast delayed. | ≤ 15 minutes | ≤ 2 hours |
| P3 - Medium | Non-blocking UI anomaly, delayed CSV compliance export, or single report generation slowdown. | ≤ 1 hour | ≤ 8 hours |
| P4 - Low | Cosmetic suggestion, documentation typo, or non-urgent metric styling update. | ≤ 4 hours | ≤ 48 hours |
3 Emergency Escalation Hierarchy Tree
Tier 1: On-Call SRE
Initial triage, checklist verification, blocker logging
Tier 2: Shift Lead (L3)
Incident war room creation, `@all` alert, vendor paging
Tier 3: Principal SRE (L4)
Architectural failover, cluster fail-safe activation
Tier 4: Director / CTO
Executive briefing, regulatory disclosure (if required)
Scheduled Maintenance Windows
Routine platform maintenance is scheduled during minimum-traffic windows: Sundays between 01:00 UTC and 03:00 UTC. Teams are notified at least 72 hours in advance via the in-app announcement banner and corporate operational channels.