Service Level Agreement Best Practices

Contents

• Overview
• Uptime
• Target Response Time
• Revision History

Overview

This topic contains MarketONE service level agreement (SLA) best practices content.

Uptime

• Uptime: 99.9%
  
  Note: Scheduled or emergency maintenance (including the temporary suspension of a service) done to maintain or modify the network or the services is not counted as outage time.

Target Response Time

• The Target Response Time (TRT) is the response time of a request initiated by a customer application via the MarketONE API (measured at the ninety fifth (95th) percentile on a monthly basis). A reply within one and a half (1.5) seconds to the request sent from a customer is the TRT from MarketONE services.
•  The TRT excludes the following:
  • The network transmission time between the customer and Amdocs.
  • The time required to query third parties including, but not limited to, payment networks and the customer system.
  • MarketONE API requests resulting in compounded actions (for example: Create Subscription, and Cancel Subscription).
  • MarketONE queries that have more than one action per query (for example: batch updates).

Revision History

Version	Description
2020.08	Added this topic.