FMOS Service Level Agreement
Support coverage, response targets, availability, service credits, and recovery objectives for supported FMOS production environments.
Coverage and response targets
| Commitment | Standard | Priority | Enterprise |
|---|---|---|---|
| Price | Included with active L&S | From $5,000/month | From $15,000/month |
| Support window | Business hours | 24×7 for P0 | 24×7 for P0 and P1 |
| P0 acknowledgement | 1 business hour | 30 minutes | 15 minutes |
| P1 acknowledgement | 4 business hours | 2 business hours | 1 hour |
| Service review | On request | Quarterly | Monthly |
| Named escalation | No | Yes | Yes |
Acknowledgement means a qualified person has accepted the incident, assigned its priority, and begun triage.
Incident priorities
- P0 — Critical: production-wide outage or immediate confirmed production security risk without a reasonable workaround.
- P1 — High: a critical production function is materially impaired for many users.
- P2 — Normal: limited production degradation without material business-wide impact.
- P3 — Low: general question, cosmetic issue, documentation request, or planned change.
Availability and service credits
The monthly availability target is 99.9%. Credits against eligible monthly License & Support fees are 5% below 99.9%, 10% below 99.0%, and 25% below 95.0%, capped at 25% for the affected month.
Recovery objectives
The disaster-recovery objectives are a four-hour Recovery Time Objective and a one-hour Recovery Point Objective. Workload-specific Enterprise objectives are defined during architecture and operations review.
Scope
The covered service consists of the production FMOS services identified in the order form and operated by Funk Media. The selected plan, supported environments, support channels, and any negotiated exceptions are recorded in the signed quotation or agreement.