Service Level Commitments
Clear definitions of what we commit to, how we measure it, and what happens if we miss.
Managed Services
Managed Services SLA
Uptime definition: Percentage of minutes in a calendar month during which the managed environment is reachable and healthy, excluding scheduled maintenance windows (communicated ≥ 48 hours in advance), force majeure events, and customer-caused outages.
99.99% = ≤ 4.38 minutes unplanned downtime per month
Incident Response Targets
Response time = time from incident detection (alert or customer report) to engineer acknowledgment. Coverage: 24/7/365.
Production down, data loss risk
- Acknowledgment
- 15 minutes
- First Response
- 30 minutes
- Resolution Target
- 4 hours
Degraded service, partial outage
- Acknowledgment
- 30 minutes
- First Response
- 2 hours
- Resolution Target
- 8 hours
Non-critical issue, workaround available
- Acknowledgment
- 4 hours
- First Response
- Next business day
- Resolution Target
- 3 business days
Questions, change requests
- Acknowledgment
- 1 business day
- First Response
- 2 business days
- Resolution Target
- Per scope
SLA Credit Policy
Credit Terms
If we miss a P1 or P2 SLA commitment, we'll credit 10% of your monthly retainer fee for each incident. Credits are capped at 30% of the monthly fee and applied to the following invoice.
- Credits require a written request within 14 days of the incident
- Credits apply to P1 and P2 incidents only
- Maximum credit: 30% of monthly retainer per billing period
- Credits are applied to the next invoice; no cash refunds
Professional Services
Project Delivery Commitments
Professional Services engagements are milestone-based. There is no uptime SLA — instead, project deliverables are scoped, signed off, and delivered by agreed dates.
- Project scope and milestones agreed in writing before work begins
- Deliverables reviewed and accepted at each milestone gate
- Changes to scope require a written change order
- Timeline adjustments due to scope change are documented and signed off
Creative Cloud Infrastructure
Environment & Provisioning Targets
Per-seat creative environments and GPU infrastructure are held to the same availability standard as Managed Services.
Definitions & Exclusions
Scheduled Maintenance
Planned maintenance communicated at least 48 hours in advance. Downtime during scheduled windows does not count against the uptime SLA.
Force Majeure
Events outside Remangu's reasonable control, including AWS region outages, natural disasters, and widespread internet disruptions.
Customer-Caused Outages
Outages resulting from customer actions, including unauthorized changes, misconfigurations made outside agreed processes, or deliberate shutdowns.
AWS Scheduled Maintenance
Maintenance events initiated by AWS and communicated via AWS Health Dashboard. These are excluded from SLA calculations when unavoidable.
Document version
Version 1.0 — Effective 1 January 2025. Supersedes all previous versions.
For legally binding SLA terms, refer to your Master Services Agreement.
Questions about SLAs?
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