SLA management
One SLA standard applied across contracts and sites
SLA attainment
88%
Breached
1
At risk (≥75%)
3
Uptime (30 days)
99.999%
| Ticket | Account | Issue | Severity | Target | Elapsed | Used | State |
|---|---|---|---|---|---|---|---|
| T-881 | Platform G | CRAH unit fault, Hall A row 12 | P1 | 4 h | 3.2 h | 80% | At risk |
| T-882 | Hyperscaler A | Cross-connect provisioning request x24 | P3 | 72 h | 30 h | 42% | On track |
| T-883 | GPU Cloud M | CDU coolant temperature alarm | P2 | 12 h | 14 h | 117% | Breached |
| T-884 | Regional Cloud J | Monthly power report discrepancy | P3 | 120 h | 110 h | 92% | At risk |
| T-885 | AI Lab K | Security escort for hardware delivery | P3 | 48 h | 20 h | 42% | Met |
| T-886 | Hyperscaler D | UPS maintenance window approval | P2 | 24 h | 9 h | 38% | On track |
| T-887 | Hyperscaler C | Renewal pricing query | P3 | 72 h | 60 h | 83% | At risk |
| T-888 | Hyperscaler B | Feeder breaker trip, Hall B | P1 | 4 h | 2.1 h | 53% | Met |
Standard SLA targets
P1
Loss of power, cooling or connectivity
Respond 15 min · Resolve 4 h
P2
Degraded redundancy or alarm
Respond 1 h · Resolve 12-24 h
P3
Service requests and queries
Respond 4 h · Resolve 48-120 h