Service Level Agreements (SLAs) and Performance Metrics
Version
1.0
Effective Date
April 2026
Review Cycle
Annual
Document Owner
Chief Information Security Officer (CISO)
Classification
CONFIDENTIAL — Internal Use Only
Applicable Standard
SOC 2 Type II
1. Purpose
This document defines the Service Level Agreements (SLAs) and performance metrics applicable to DCKAP Integrator. It specifies delivery timelines, quality standards, and accuracy requirements, along with how compliance is measured and reported.
2. Platform Availability SLA
Tier
Uptime Commitment
Max Monthly Downtime
Credit if Breached
Standard
99.9%
43.8 minutes
10% of monthly fee
Professional
99.9%
43.8 minutes
15% of monthly fee
Enterprise
99.95%
21.9 minutes
25% of monthly fee
Downtime is defined as: DCKAP Integrator platform unavailability preventing data sync, measured as consecutive unavailability > 5 minutes. Planned maintenance windows (notified 48 hours in advance) are excluded.
3. Data Sync Performance SLAs
Metric
Standard Tier
Enterprise Tier
Measurement Method
Real-time sync latency (p95)
< 90 seconds
< 60 seconds
Percentile of sync timestamps
Scheduled sync completion
< 10 minutes
< 5 minutes
Schedule start to delivery confirmation
Bulk batch (50k records)
< 60 minutes
< 30 minutes
Job start to last record confirmed
API response time (portal)
< 2 seconds (p95)
< 1 second (p95)
Portal API latency monitoring
Error notification delay
< 15 minutes
< 5 minutes
Error occurrence to alert sent
4. Data Quality Performance Metrics
Metric
Target
Alert Threshold
Successful delivery rate
≥ 99.5% of processed records delivered
< 99%
Validation rejection rate
< 1% of ingested records rejected (healthy integration)
> 2%
Duplicate delivery rate
< 0.01% of delivered records are duplicates
> 0.05%
Data loss rate
0% — no record may be silently dropped
Any silent drop
Transformation accuracy
100% field fidelity per mapping specification
Any confirmed mismatch
5. Support Response SLAs
Severity
Definition
First Response
Resolution Target
P1 — Critical
All syncs stopped; data loss risk
< 30 minutes
< 4 hours
P2 — High
Major connector failing; significant data delay
< 2 hours
< 8 hours
P3 — Medium
Partial failure; workaround available
< 8 hours
< 3 business days
P4 — Low
Minor issue; cosmetic or advisory
< 1 business day
< 10 business days
6. SLA Reporting
Monthly SLA compliance reports are published in the DCKAP portal under Account → SLA Reports.
Enterprise customers receive a monthly email report with availability and sync performance metrics.
SLA breaches are communicated within 24 hours with root cause and remediation steps.
