AcuOps Service Level Agreement (SLA)¶
Service Tiers¶
Tier 1: AcuOps Pipeline (Self-Service)¶
Open-source pipeline template. No SLA — community support via GitHub Issues.
| Metric | Target |
|---|---|
| Pipeline uptime | N/A (runs in your CI/CD) |
| Support response | Best effort via GitHub Issues |
| Updates | Community releases |
| Deployment support | Documentation only |
Tier 2: AcuOps Managed (Standard)¶
Studio B manages your AcuOps pipeline and Acumatica customization deployments.
| Metric | Target |
|---|---|
| Deployment success rate | 99% |
| Deployment window | Business hours (M-F 9am-5pm ET) |
| Incident response (P1) | 4 business hours |
| Incident response (P2) | 8 business hours |
| Incident response (P3) | 2 business days |
| Monthly status report | Included |
| Deploy Intelligence | Included |
| Pipeline maintenance | Included |
Tier 3: AcuOps Managed (Premium)¶
Full managed service with after-hours deployments and priority support.
| Metric | Target |
|---|---|
| Deployment success rate | 99.5% |
| Deployment window | 24/7 with maintenance window scheduling |
| Incident response (P1) | 1 hour |
| Incident response (P2) | 4 business hours |
| Incident response (P3) | 1 business day |
| Monthly status report | Included |
| Quarterly business review | Included |
| Deploy Intelligence | Included (with custom tuning) |
| Pipeline maintenance | Included |
| Custom validation rules | Up to 10 per quarter |
| Dedicated Slack channel | Included |
Priority Definitions¶
| Priority | Definition | Example |
|---|---|---|
| P1 — Critical | Production deployment blocked or failed, causing business impact | Publish failure during critical release window |
| P2 — High | Deployment issue affecting non-production or with workaround available | Staging validation failure, non-blocking warning |
| P3 — Normal | Enhancement request, documentation update, or non-urgent issue | New validation rule request, report customization |
Exclusions¶
The following are not covered by this SLA:
- Acumatica platform outages or API changes
- Issues caused by customization code defects (not pipeline issues)
- Customer infrastructure failures (GitHub, network, DNS)
- Force majeure events
- Changes requested outside of agreed scope
Incident Management¶
- Detection: Deploy Intelligence monitoring, health probes, or customer report
- Triage: Classify priority (P1/P2/P3) based on impact
- Response: Acknowledge within SLA response time
- Resolution: Fix or workaround deployed
- Review: Post-incident report for P1/P2 incidents
Reporting¶
- Monthly report: Deployment count, success rate, intelligence accuracy, recommendations
- Quarterly review (Tier 3): Trend analysis, optimization recommendations, roadmap alignment