Sandbox Help Center

SLO category

Relevant SLO

Description

Sandbox

Availability

Uptime Level

Shows the availability of a service at a certain period of time, over the aggregated feasible available time(%)

99.9%

Timely provisioning service request rate

Indicates the number of provisioning service requests accomplished in a certain period of time over the total number of provisioning request service(%)

99.9%

External Network connectivity

Explains the service capabilities to connect to external systems and or services

99.9%

Response Time

P50

The statistical measure that indicates the value below which 50% of the observations or data points in a dataset falls

5 seconds

P99

The statistical measure that indicates the value below which 99% of the observations or data points in a dataset falls

30 seconds

Capacity

Maximum resource capacity

The highest and available amount of all allocated resources to an instance of the service for a special service client. Example of a resource includes storage memory, number of CPU etc

on demand up to 100 concurrency

Service throughput

The minimum number of specific requests that can be processed by the service in an offered period of time like the number of requests per second

100 requests per second 

Support

Support Hours

Indicated the period of time in hours that SP provides a support interface that allows requests and general inquiries from the service client

business hours 

Support responsiveness

The maximum period of time that the SP will take to acknowledge a service client’s request or inquiry

same business day 

Support Responsiveness to ticket raised by Client:

Resolution

The maximum period of time that the SP will take to resolve a service client’s request or inquiry

 3 business days

Root Cause

Analysis (RCA)

The maximum period of time that the Root Cause

Analysis (RCA) reports would be made available

5 business days

Maintenance

Schedule

Defines the nightly maintenance schedule for updates and other changes

 12am-5am (IST)

Intimation

Defines the timings of communication for planned maintenance 

 72 hours

Exclusions from Uptime Percentage:

Notwithstanding anything to the contrary in this exhibit, any Service Unavailability issues resulting from any of the following will be excluded from the calculation of the Uptime Percentage:

1. regularly scheduled service maintenance that is communicated by Sandbox at least 72 hours in advance.

2. any negligent or intentional misuse of the Service by User and any other use of the Service not authorised by the Agreement;

3. any issues with a third party in the ecosystem (e.g., government departments, or a payment gateway);

4. any problems not caused by Sandbox that result from (a) Internet performance, (b) equipment or software under User’s control, or (c) force majeure events;

5. Sandbox’s suspension or termination of the service by the Agreement and/or its associated Order Form; or

6. Any products or features then identified as "Beta" or "limited availability" in the applicable Service description.