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Ditap®
Trust CenterSLA

Service level agreements

Coverage, response times and maintenance are defined for each operation.

Severity definitions

Critical (P1)

Service down or unreachable: no connectivity, no access to systems critical to the operation.

High (P2)

Severe degradation affecting multiple users or a core function, with limited workaround.

Medium (P3)

Localized failure affecting one user or a non-critical component, with a workaround available.

Low (P4)

Question, minor change request, or improvement with no immediate operational impact.

Tailored agreement

Scope and commitments are defined before contracting.

—Uptime target
Support coverage
As agreed in the service agreement
SeverityResponse time
Critical (P1)As agreed in the service agreement
High (P2)As agreed in the service agreement
Medium (P3)As agreed in the service agreement
Low (P4)As agreed in the service agreement
Maintenance window
Coordinated according to the system, its operation and the agreement.
Service credit
Where provided in the contract, subject to its terms and limits.

Service levels, coverage, response times and credits are established in each service agreement.

Need a tailored SLA for your operation?

Tell us your operational requirements to define a support and continuity proposal.

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PEOPLE, PROCESS AND SUPPORT

Alongside you, before, during and after.

A clear first conversation. A written proposal. Next steps agreed together.

  1. Before: understand and define

    We discuss your needs and set out objectives, deliverables, timelines and costs in the proposal.

  2. During: coordinate the work

    We agree on responsibilities, stages and the information needed to move forward. Launch and training are defined for each project.

  3. After: know what comes next

    We agree on support channels, hours and scope so you know whom to contact.

Answers before you decide.

What will I receive before signing?

A written proposal with scope, deliverables, stages, pricing and terms, including any additional services you choose.

How is support organized?

We define contact channels, hours and support scope in the proposal, so you know what is included and how to request help.

What happens to my organization’s information?

We review what information is needed, who can access it and how it is shared. For software systems, we also agree on backup, retention and export conditions.

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Protection for your operation.

Each project defines its services and the protection needs of information and operations.

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