Support SLA

Playground Tech is committed to maintaining high service standards through adherence to our Service Level Agreements (SLAs). This page outlines our SLAs to ensure customer satisfaction and operational excellence.

Note that these SLAs are only applied to the Support service under the Cloud Management Program (CMP) offering. If you are a customer on our CloudOps offering, separate SLAs apply.

Engineering Advisory

No SLAs apply. All support requests are handled on a best-effort basis.

Partner-Led Support

For Partner-Led Support, this is the SLAs that Playground Tech follows and the process that are established to ensuring customer satisfaction and operational excellence.

SLA Metrics & Commitments

We monitor the following key SLA metrics.

Initial Response Time:

The initial response times adhere to strict SLAs based on the priority level, to ensure prompt responses.

• P1 (Critical)

  • Initial Response Time: 15 minutes

• P2 (High)

  • Initial Response Time: 1 hours

• P3 (Medium)

  • Initial Response Time: 2 hours

• P4 (Low)

  • Initial Response Time: 24 hours

Actions & Notifications:

• P1 (Critical): Immediate escalation to engineers and cloud provider support if needed. Real-time notifications to stakeholders until resolution.

• P2 (High): Updates provided during business hours.

• P3 (Medium): Updates provided during business hours.

• P4 (Low): Updates provided during business hours.

Monitoring & Compliance Tracking

• Ticketing System: Tracks response and resolution times against SLA targets.

• Dashboards: Provide visibility into SLA compliance rates and trends.

Continuous Improvement Plan

Playground Tech continuous apply improvements to the support process for maximal customer value creation.

• SLA Compliance Reviews: To ensure continuous adherence to SLAs, continuous SLA reviews are conducted.

• Postmortem: Performed on all P1 SLA breaches to prevent future occurrences.

• Training & Optimization: Regular training for support engineers to improve response efficiency.

• Process Automation: Enhancing ticket prioritization and response workflows through automation.

• Customer Feedback Loop: Collecting and analyzing feedback to improve SLA commitments.