Finch will be obliged to the following for Customers:
- ensure the platform and services achieves at least 95% uptime on any given month.
- In the unlikely event that this is not achieved, Finch management needs to provide the Customer with valid reasons.
- perform Scheduled Maintenance and Upgrades to its technology base from time to time. Finch will ensure minimal downtime during these periods as well as provide the Customer with 4 days’ notice, prior to any Scheduled Maintenance or Upgrades. Finch shall at all times use their best endeavours to ensure that any scheduled maintenance takes place outside of regular business hours.
- Finch Technologies must respond in line with the response times laid out in the table of SLA standard below;
| GOAL | SUB-GOAL | MEASURE | SLA MET |
| Incident Management |
Response Restoration |
Response time < 3hr Restoration time < 24hr |
|
| Service Request Management |
Response Restoration |
Response time < 6hr Restoration time < 5d |
|
| Escalation Management | Response | Response time < 6hr | |
| Incident Communication | Communication distribution | Outages and service degradation communication distributed < 3hr from incident start time |
1. Availability
| GOAL | SUB-GOAL | MEASURE | SLA MET |
| Availability Management | Service availability | Monthly service availability |
> 95% UAT Credits for Testing = 40 Credits Per Module Per Day |
| Problem Management | Restoration time | Response |
Restoration time < 3 days
|
2. Operational
| GOAL | SUB-GOAL | MEASURE | SLA MET |
| Change Management | Change execution | Change completion rate | Success rate > 80% |
| Change notification/ communication | Communication plan | Formal change notification distributed at least 48 hours prior to implementation | |
| Failure Management | System failure rate | Failure rate | Failure rate < 5% of transactions |
| Failure Management | Transaction fallout and Failure remediation | 95th percentile Remediation | < 6 hrs |
3. Compliance
| GOAL | SUB-GOAL | MEASURE | SLA MET |
| Security Compliance | Software Vulnerability Management | Monthly vulnerability report | 95% compliance to policy requirements |
| Data Governance | POPI/GDPR | Compliance with regulatory requirements | 100% compliance to requirements |