<table class="table" id="sla__table_gzv_r2h_1kb"><caption></caption><colgroup><col><col></colgroup><thead class="thead"> <tr class="row"> <th class="entry" id="sla__table_gzv_r2h_1kb__entry__1">Index name</th> <th class="entry" id="sla__table_gzv_r2h_1kb__entry__2">Target colume</th> </tr> </thead><tbody class="tbody"> <tr class="row"> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__1 "> <p class="p">Service time</p> </td> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__2 "> <p class="p">Technical support engineer 24/7 (Monday to Sunday, 0:00-24:00) Senior system engineer 7.5/5 (Monday to Friday, 9:00-12:00 and 13:30-18:00)</p> </td> </tr> <tr class="row"> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__1 "> <p class="p">Service response time</p> </td> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__2 "> <p class="p">According to the urgency of the incident failure reported by the user, we will respond within 15 minutes, 30 minutes and 1 hour respectively.</p> </td> </tr> <tr class="row"> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__1 "> <p class="p">Availability</p> </td> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__2 "> <p class="p">>=99.95%</p> </td> </tr> <tr class="row"> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__1 "> <p class="p">Continuity </p> </td> <td class="entry" headers="sla__table_gzv_r2h_1kb__entry__2 "> <p class="p"><code class="ph codeph">RTO</code> determined by the system structure. The self-service of cloud portal would be recovered within 2 hours. <code class="ph codeph">RPO</code> cloud portal configuration database <15 minutes. </p> </td> </tr> </tbody></table> <div class="note note note_note"><span class="note__title">Note:</span> Availability = total failure time for all instances / ( amount of all instances* service time of instances) (time unavailable does not include daily system maintenance time and unavailable time caused by User or third-party, or force majeure.)</div>