Diamond SLA Package Terms
Overview
The Diamond SLA Package provides the ultimate service level commitments for Engagements. This tier offers white-glove support with the fastest response times, dedicated resources, and maximum performance guarantees suitable for enterprise-critical systems requiring the highest levels of service excellence.
Response and Resolution Times
Business Hours Definition: For this SLA tier, Business Hours are defined as 24x7 support: Around the clock, 24 hours a day, 7 days a week, 365 days a year.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 15 Business Minutes | 1 Business Hour |
| 2 | 30 Business Minutes | 2 Business Hours |
| 3 | 2 Business Hours | 2 business days |
| 4 | 1 Business day | 3 business days |
| 5 | 1 Business day | 4 business days |
| 6 | 4 Business Hours | 2 business days |
Service Quotas and Limits
Note: Specific numeric limits for quotas to be reviewed and confirmed in future update.
| Quota | Limit | Extensible |
|---|---|---|
| Monthly Incidents | Unlimited | N/A |
| Quarterly P1 Incidents | Unlimited | N/A |
| Out-Of-Band Change & Release | Unlimited | N/A |
| VIP User Designations | Unlimited | All users treated as VIP |
Service Level Commitments
Response Times
Response times are measured from the time an incident is reported to when initial acknowledgment and assessment begins. Diamond tier features the fastest response times available: Priority 1 incidents receive response within 15 Business Minutes and Priority 2 within 30 Business Minutes, with dedicated resources standing by 24/7 for immediate engagement. All response and resolution times are measured in Business Hours as defined for this SLA tier.
Availability Guarantees
Diamond tier provides the ultimate availability commitments with comprehensive monitoring, proactive maintenance, and the fastest possible incident response (note that response times, while the shortest available, are not instantaneous and are bound by the committed timeframes in the Response and Resolution Times table). Service availability is continuously monitored with advanced AI-driven analytics, automated alerting, automated remediation where possible, and dedicated elite support teams with direct escalation paths to executive leadership.
Support Coverage
Diamond SLA provides white-glove support coverage with dedicated support resources, immediate access to principal engineers and architects, and direct escalation to executive leadership for critical incidents. All users receive VIP treatment, ensuring every request receives priority handling and world-class service.
Scope of Services
Included Services
Note: The following service list to be reviewed and validated for deliverability in future update.
- Incident management and resolution within the fastest SLA timeframes
- White-glove 24/7/365 support coverage with dedicated elite resources
- Unlimited monthly incidents
- Unlimited quarterly Priority 1 incident handling
- Unlimited VIP user designations (all users treated as VIP)
- Advanced proactive monitoring with AI-driven predictive analytics and auto-remediation
- Immediate escalation with direct access to principal engineers and leadership
- Comprehensive change management with unlimited out-of-band support
- Dedicated account management with executive relationship manager
- Monthly strategic business reviews
- Dedicated customer success manager
- Proactive optimization and performance tuning
- Custom SLA term negotiation
- Priority access to new features and capabilities
Exclusions
Diamond tier has minimal exclusions, with most services included or available upon request. Any custom requirements can be negotiated as part of the service agreement.
Performance Metrics
Uptime Commitments
Diamond tier includes the highest uptime commitments available with maximum availability targets and comprehensive SLA coverage. Real-time monitoring with automated response provides immediate incident detection and resolution, and monthly reporting includes detailed availability metrics, root cause analysis, trend analysis, competitive benchmarking, and proactive improvement strategies with dedicated resources for implementation.
Resolution Targets
Resolution targets are the most aggressive in the industry (15 Business Minutes response, 1 Business Hour resolution for P1), with elite resources, immediate escalation to the highest technical expertise, and dedicated white-glove support teams ensuring guaranteed achievement of committed timeframes with redundant coverage.
Service Credits
Service credits may apply when committed response times or resolution times are not met, subject to the terms of the underlying service agreement. Diamond tier credit calculations reflect the ultimate service expectations and provide maximum credits for any breaches, with potential for contract renegotiation if service levels are not consistently met, ensuring absolute accountability and service excellence.
Additional Terms
The Diamond SLA tier is designed for organizations requiring the absolute highest level of support with the fastest response times, unlimited coverage, dedicated resources, and white-glove treatment for all users. This tier is essential for enterprise-critical systems where any downtime has catastrophic financial, operational, or reputational consequences.
Diamond tier includes unlimited incident handling, out-of-band change management, dedicated account and customer success management, monthly strategic reviews with executive leadership, and the ability to negotiate custom SLA terms. This tier represents our ultimate commitment to service excellence and partnership, providing resources, expertise, and dedication that exceed all other service levels.