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SLA Commitment

Document Reference: SLA-AM-2026

Arka Solutions & Services guarantees premier support availability. This document outlines our standard Service Level Agreements (SLA) for managed servers, network infrastructure, and client workspaces.

1. Priority & Response Tiers

Severity 1 (Critical)Uptime impact: Complete server pool down, gateway blockages.Response: < 2 Hours (24/7/365)
Severity 2 (High)Uptime impact: Degraded performance, single node failures.Response: < 4 Hours (Business Hours)

2. Hardware Replacement Policy

Under active AMC packages, replacement of faulty authorized components (such as Dell PowerEdge RAM sticks, server drives, or Cisco switch modules) is initiated within 2 hours of telemetry verification, subject to local parts depot inventory.

3. License Server Support (VLSI Nodes)

License server crashes or FlexLM daemon crashes are classified as Severity 2 issues, unless they block full-chip compilation lines, in which case they escalate to Severity 1.