Cliffhanger Solutions
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Service commitments, per agreement.
Utilities read an SLA as a contractual promise, so we don't publish a generic one. Availability targets, support windows, and remedies are defined in each customer agreement, shaped by how and where you deploy.
Your SLA is written for your deployment.
Cloud, on-premise, and hybrid deployments carry different operational realities, so the numbers are set where they can be honest: in the agreement.
Defined in the agreement
Availability targets, support hours, incident severity levels, response and escalation paths, and maintenance windows are specified per deployment, with milestone-based acceptance during rollout.
Shaped by your boundary
On-premise and air-gapped deployments keep operational control with your team; cloud deployments define the operating responsibilities we carry. Either way, who does what is written down.
Reviewed in procurement
Ask for the service-level schedule during security and architecture review. We expect the scrutiny, and most reviews complete alongside the normal procurement cycle.