Service-Level Commitments & Support Escalation
Guaranteed uptime targets with automatic, tiered escalation so any drift is fixed fast and transparently.
What the Capability Is
Service-level commitments in Jeeva AI define measurable guarantees for availability, responsiveness and data durability, and pair them with a tiered escalation path that mobilises engineering, operations and customer-success resources the moment performance drifts from target.
Why It Matters
Procurement teams assess not only whether a platform works on a good day but how it behaves on a bad one. Explicit uptime targets, rapid incident acknowledgement, verifiable disaster-recovery objectives and automatic service credits demonstrate operational maturity and reduce the buyer’s residual risk. Internally, well-governed SLAs create predictable guard-rails for engineering velocity: developers can innovate quickly because the pathway for mitigating regressions is codified and continually rehearsed.
Availability Targets & Continuous Verification
Production workloads operate in active-active AWS availability zones; health checks fan out across user-facing APIs, background queues and data pipelines. Synthetic transactions fire every sixty seconds from multiple regions, feeding success ratios into a rolling error-budget calculation. The public status page surfaces these signals live and publishes a signed monthly summary so that customers can reconcile contract commitments against objective evidence.
Multi-Layer Monitoring & Early-Warning Telemetry
Application logs, infrastructure metrics and user-experience traces converge in a central observability mesh. Thresholds for latency, error rates, queue depth and resource saturation map directly to incident-severity definitions—low, medium, high and critical—borrowed from the internal incident-response handbook. When a metric breaches, an on-call engineer receives an instant page; simultaneous alerts populate a secure incident channel and update the customer-facing status board within minutes of detection.
Escalation Path & Response Timelines
Severity band | First response | Customer update cadence | Resolution target |
High | 30 min | Hourly | 24 h |
Critical | 15 min | Every 30 min | 4 h (workaround) |
The escalation ladder moves from the primary responder to a standby engineer, then to site-reliability leadership and finally to executive oversight if a workaround is not in place within the preset window. Each hand-off is logged to the immutable audit stream, preserving an evidentiary record for external audits.
Incident Command & Post-Incident Reporting
All responders follow a repeatable playbook: declare the incident, assign roles (commander, scribe, communications lead), capture a live timeline and avoid changes that could contaminate evidence. Once customer impact subsides, the team conducts a blameless retrospective within 72 hours, generating corrective actions that enter the same change-management pipeline as feature work. The signed post-mortem—including root-cause analysis, blast radius, remediation steps and prevention roadmap—appears on the status portal and is tagged for retrieval during the next SOC 2 audit.
Disaster-Recovery & Data-Durability Guarantees
Daily encrypted snapshots of primary databases replicate to an alternate region; restore drills run monthly and must complete inside the four-hour recovery-time objective. The business-continuity framework mandates an alternate work site, off-network communication channels and defined vendor fallback contacts should primary infrastructure or collaboration tools become unavailable.
Customer Success & Quarterly Governance
Every enterprise tenant receives a named success liaison and a shared escalation inbox. Quarterly reviews compare achieved service levels, support-ticket analytics and roadmap alignment. Action items—extra monitoring dashboards, run-book tweaks, territory-specific throughput limits—feed back into the product backlog so that operational lessons influence feature design.
Compliance & Evidence Loop
Because uptime metrics, incident logs and post-mortems stream into the same tamper-evident archive used for audit events, customers and auditors can trace any SLA deviation from detection through remediation and retrospective. This closed evidence loop satisfies ISO 27001, SOC 2 and GDPR breach-notification requirements without parallel tooling.
Outcome
Organisations gain confidence that outreach automation will not silently stall in the middle of a quarter, and—should an outage occur—will be restored swiftly under a process transparent enough to satisfy risk committees and regulators alike.
