Appian Service Level Agreement

As businesses become more reliant on technology, it`s essential that they have a reliable and effective system in place. Appian Service Level Agreement (SLA) is an agreement between the provider and the customer that outlines the level of service and support that will be provided by Appian for their platform.

In simple terms, the Appian SLA is a promise of the quality of service that the customer can expect from the app from the provider. The Appian SLA covers a variety of aspects, including uptime, response time, resolution time, and problem escalation.

One of the most important aspects of the SLA is uptime. Uptime refers to the amount of time that the app is available and working correctly. The Appian SLA typically guarantees a certain level of uptime, such as 99.9%. This means that the app will be available for use for at least 99.9% of the time. If the app goes down, the provider must work to get it back up and running as soon as possible.

Response time is another critical aspect of the SLA. Response time refers to the amount of time it takes for the provider to respond to a customer`s request for support. Depending on the severity of the issue, the Appian SLA may guarantee a certain level of response time, such as 15 minutes for a critical issue.

Resolution time refers to the amount of time it takes for the provider to resolve the issue. Again, depending on the severity of the problem, the Appian SLA may guarantee a certain level of resolution time, such as four hours for a critical issue.

Finally, the Appian SLA outlines the process for problem escalation. If an issue cannot be resolved within the agreed-upon time frame, the SLA outlines the process for escalating the issue to a higher level of support.

It`s important to note that the Appian SLA is not a guarantee of perfect service. It`s impossible to prevent every problem from occurring. However, the SLA can help to ensure that issues are addressed promptly and that customers receive the support they need.

In conclusion, the Appian Service Level Agreement is a crucial aspect of any Appian platform. It outlines the level of service and support that customers can expect from the provider, including uptime, response time, resolution time, and problem escalation. By having an SLA in place, businesses can ensure that they have a reliable and effective system in place and that problems are addressed promptly.