# SLA

## SLA Details For Errors

| Severity Level           | Description                                                                           | Target Response                                                                     |
| ------------------------ | ------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------- |
| <ol><li>Outage</li></ol> | Application is Down                                                                   | <p>Production: Within 4 hour</p><p>Dev Plan: Within 12 business hours</p>           |
| 2. Critical              | A feature is broken completely. The user cannot access and do anything in the feature | <p>Production: 24 hour business hours</p><p>Dev Plan:  Within 48 business hours</p> |
| 3. Urgent                | A component is broken                                                                 | <p>Production: Within 4  business day</p><p>Dev Plan: Within 8 business day</p>     |
| 4. Important             | A component or feature has an error but the user still can work with it               | Within 15 business days                                                             |
| 5. Informational         | A new funcionality is required                                                        | According to estimation                                                             |

## Services Availability&#x20;

| Plan       |                   | %     |
| ---------- | ----------------- | ----- |
| Production | Live Applications | 99.95 |
| Dev        | Development plans | 95    |

## Exceptions

*This SLA is subject to the following exceptions and special conditions:*

* *Response to requests of Severity Level 4 or below can be delayed up to 24 hours during the aforementioned holiday season.*
* *If the problem is related directly to the infrastructure provider (Azure), the response time will be according to Azure's SLA*

## Responsibilities

* *The Customer should provide all necessary information and assistance related to their application.*

## Glossary

* Feature: A page
* Component: Controls of a feature
* Application: Application developed using Codenull


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://codenull.gitbook.io/dev/sla.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.