Operational Service Level Agreements
This document defines the acceptable and unacceptable service levels, the indicators associated with these service levels, and actions to be taken in specific circumstances.
These SLAs (Service Level Agreements) are relevant only for startups. For enterprise SLAs contact our sales team at [email protected]
SLA Definitions and Interpretations
In this document, unless inconsistent with the subject or context, the following expressions shall have the meanings respectively assigned against them below
Term | Definition |
Critical Threshold | The values represent Issuer’s tolerable threshold service levels against the corresponding SLA Item. Service level deviation for an SLA Item beyond this threshold value shall give rise to an escalation. |
Office Hours | Office hours are defined as 9 hours between 10:00 am to 7:00 pm during the 5 working days of a week, i.e. from Monday to Friday except for any public holidays. |
Incident Intimation | Zeta will be deemed to be informed of an incident immediately upon receiving the same using any of the reporting mechanisms provided by Zeta |
Incident Identification | The time it takes to identify, assess and ascertain the severity of an incident by Zeta |
Incident Response | A message sent to an official email address (or such reporting mechanism) provided by a Customer also referred to as a partner or a Virtual Banking Operator (VBO) will be deemed to be a Response |
Incident Resolution | A message confirming a satisfactory resolution of the incident as solely determined by Zeta |
Acknowledgment Response | A message confirming severity level of incident sent to an official email address (or such reporting mechanism) provided by the partner/VBO |
Acknowledgment Response Time | The time interval between incident intimation and acknowledgment response. |
Customer / Partner | A Fintech/Virtual Banking Operator who has taken up or has signed/committed to take Fusion as an offering from the Financial Institute (Bank), as more particularly defined in the MSA |
Incident Resolution
Severity Level | Description | Response & Resolution Time SLA |
SEV-0 | The system is in a critical state and is actively impacting 100% of all requests including
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SEV-1 | The system is in a critical state and is actively impacting more than 80% of all requests including
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SEV-2 | The system is in a critical state and is actively impacting more than 50% of all requests including
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SEV-3 | Partial loss of functionality, not affecting less than 50% of all requests to
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SEV-4 | Minor issues requiring action, but not affecting Customer’s ability to use the product. |
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SEV-5 | Cosmetic issues or bugs, not affecting Customer’s ability to use the product. |
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