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

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Overview

  • Uptime: 99.99%
Note:
  • Uptime SLA excludes up to 120 minutes that are part of the maintenance window minutes. Any non-scheduled or emergency maintenance that impacts the service uptime will be communicated to the Customer immediately.
  • 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.

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Target Response Time (TRT)

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 Real time Services queries that have more than one action per query (for example: batch updates).