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Service Level Agreement for IT & AI Services

Applies to YSCCI IT & AI service engagements.

Support severity parameters & resolution times

SeverityDefinitionResponse target
P1 · CriticalCore system down; sales halted or AI agents completely offline.Within 4 hours for Enterprise tiers
P2 · MajorSystem operational but degraded; pipeline blocks without absolute failure.Within 8 hours for Enterprise tiers
P3 · MinorGeneral code optimization updates, dashboard color edits, or copy adjustments.Within 24 hours

Performance & maintenance protocols

  • Target platform infrastructure availability: 99.9% continuous system uptime.
  • Scheduled system maintenance windows: maintenance runs entirely between 12:00 AM and 3:00 AM EST on low-traffic weekends to avoid data degradation.

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