OpenCraft Service Level Agreement (SLA)¶
Incidents affecting the Open edX instance are handled according to their severity level:
Critical incidents: An incident is categorized as critical when the platform becomes globally inaccessible, data is lost, or hosting resources are compromised. Upon notification, either by monitoring services or client staff, OpenCraft will work to restore access to the site, beginning as soon as the notification has been acknowledged, which will happen by 9am EST on the next business day at the latest, and completing the restoration by the end of day. OpenCraft will rebuild the platform instance using spare infrastructure, and/or restoring the latest daily off-site backup if data recovery is required.
Major incidents: An incident is categorized as major when parts of the platform become inaccessible, or user experience is degraded in a major way (for example, significant slowdowns of page loading time). Upon notification, either by monitoring services or client staff, OpenCraft will work to restore normal access to the site, starting as soon as the notification has been acknowledged, which would happen by noon on the next business day at the latest, and completing the restoration by the end of the following business day.
Minor incidents: An incident is categorized as minor when defects do not belong to the critical or major categories, or are general bugs from the Open edX platform code base common to other instance installations. Upon notification by client staff, and depending on client preferences, OpenCraft can either work on solving the issue/bug or wait for the upstream project to publish a solution/fix for the issue. OpenCraft will acknowledge the issue by noon EST on the next business day at the latest, and if the client staff opts to ask OpenCraft to solve the issue itself, OpenCraft will complete the fix and its deployment according to a schedule jointly agreed on by client staff and OpenCraft.
Critical and major incidents are included in the maintenance contract. Minor incidents and operations requested by client staff are charged by the hour.
Notification of Incidents¶
OpenCraft is considered notified when an email has been sent to the designated OpenCraft contact (or in case of unavailability, any backup email mentioned in the auto-reply sent when writing to the designated contact). For major and critical incidents, the notification would also include writing to an emergency contact provided by OpenCraft.
Tier 3 Support¶
As part of the maintenance plan, OpenCraft will be available for project-related communication and support (in English or French), by email during office hours, with a guaranteed response time of one business day.