> ## Documentation Index
> Fetch the complete documentation index at: https://docs.m1amdocs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement (SLA) Best Practices

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

## 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.

## 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).


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