Service Level Agreements (SLA)

• Annual availability rate: 99.5%
• Guaranteed Service Range (GSR): 9 a.m. to 7 p.m., 5 days a week (Mon-Fri)
• Response Time Guarantee (RTG): 1 hour
• Recovery Time Guarantee (RTG): 4 hours
• Recovery Time Objective (RTO): 4 hours (maximum acceptable downtime)
• Recovery Point Objective (RPO): 24 hours (maximum acceptable data loss)

PRA scenarios

Scenario #1: Software failure

• Cause: Application or human error
• Plan: Roll back to a previous version of the application
• Time required: 15 minutes to 1 hour

Scenario #2: Data center failure

• Cause: Hardware failure, power outage, natural disaster
• Plan: Restore the infrastructure in another geographical area
• Time required: 2 to 8 hours

Scenario #3: Cyberattack

• Cause: Deliberate attack
• Plan: Analysis and response based on diagnosis
• Time required: 15 minutes to several hours depending on severity