P1 — production down
- Essential
- Next business day start
- Professional
- 4-hour start (BH)
- Enterprise
- 2-hour start, after-hours
SLA
Targets in a table, not a slogan.
Business hours unless the plan says after-hours. P1 means production down, not a printer.
| Item | Essential | Professional | Enterprise |
|---|---|---|---|
| Next business day start | 4-hour start (BH) | 2-hour start, after-hours | |
| 2 business days | 1 business day | 8 business hours | |
| 5 business days | 3 business days | 2 business days | |
| Weekly sample | Weekly + restore drill / qtr | Weekly + restore drill / mo | |
| Monthly | Monthly + emergency | Agreed cadence + emergency | |
| Pod | Named primary | Named primary + backup |
P2 — degraded
- Essential
- 2 business days
- Professional
- 1 business day
- Enterprise
- 8 business hours
P3 — request
- Essential
- 5 business days
- Professional
- 3 business days
- Enterprise
- 2 business days
Backup verification
- Essential
- Weekly sample
- Professional
- Weekly + restore drill / qtr
- Enterprise
- Weekly + restore drill / mo
Patch window
- Essential
- Monthly
- Professional
- Monthly + emergency
- Enterprise
- Agreed cadence + emergency
Named engineer
- Essential
- Pod
- Professional
- Named primary
- Enterprise
- Named primary + backup