MerchantE SLA Summary
This page summarizes MerchantE service level expectations for monitoring, incident communications, mitigation targets, uptime commitments, and maintenance practices.
Scope
Applies to platform monitoring and incident handling across gateway, authentication, settlement, database, file transfer, and support services.
Service Levels Overview
Category | MerchantE |
|---|---|
Monitoring | 24/7/365 platform monitoring across gateway, auth, settlement, database, file transfer, and support services using |
P1 notification | P1 process is documented internally. The Incident Manager creates an MPI ticket and triggers AllQuiet for the Business War Room within 20 minutes of the initial P1 notification. If the incident exceeds 20 minutes, the Incident Coordinator sends the incident notification. Hourly updates are documented internally. |
P2-P4 notification | P2 email notification is sent within 30 minutes. No notification is issued for P3 or P4 incidents. |
P1 mitigation target | Mitigate within 1 hour. |
P2 mitigation target | Within 4 hours, provide a fix or a reasonable workaround. |
P3 mitigation target | Within 30 business days, provide a remediation plan or workaround, with commercially reasonable efforts to fix within 60 calendar days. |
P4 mitigation target | Commercially reasonable efforts within 180 calendar days. |
Severity definitions | P1-P4 severity levels are classified using transaction impact thresholds and business effect descriptions. |
P1 RCA timeline | Root cause analysis is due within 24 hours after fix acceptance for P1 incidents, based on the internal summary. |
Uptime commitment | Quarterly uptime targets by service tier: Tier 1 99.99%, Tier 2 99.95%, Tier 3 99.00%, Tier 4 95.00%. |
Maintenance posture | Maintenance practices include deployment windows, freeze periods, rollback plans, CAB review, blue-green deployment, and feature flags. |
Customer Support | 24/7/365 on-shore customer and technical support. Customer Support: Monday-Friday 9:00 AM - 8:00 PM EDT Critical & Terminal Support: Available 24/7 |
Incident Severity Definitions
The severity model uses four levels to distinguish urgency, transaction impact, and business effect. The exact operational thresholds should remain aligned with internal incident management standards.
Severity | Operational Meaning | Transaction Impact | Business Effect |
|---|---|---|---|
P1 | Critical production incident requiring immediate coordinated response. | Severe or widespread transaction failure, or a core payment flow is materially unavailable. | High customer impact, major business disruption, and urgent executive visibility may be required. |
P2 | High-priority production issue with significant but not catastrophic impact. | Partial degradation or elevated transaction failures affecting important flows. | Noticeable customer impact with time-sensitive remediation needed. |
P3 | Medium-priority issue with limited operational disruption. | Low or localized transaction impact, often with workaround options available. | Manageable business effect without immediate broad disruption. |
P4 | Low-priority issue, enhancement-level defect, or minor operational concern. | Minimal transaction impact or none in normal production use. | Limited business effect and addressed through standard planning cycles. |
Uptime by Service Tier
Service Tier | Quarterly Uptime Target |
|---|---|
Tier 1 | 99.99% |
Tier 2 | 99.95% |
Tier 3 | 99.00% |
Tier 4 | 95.00% |
Maintenance Approach
Planned deployment windows are used to reduce customer impact.
Freeze periods are applied when business risk is elevated.
Rollback plans are prepared in advance for production changes.
CAB review supports governance for higher-risk releases.
Blue-green deployment patterns reduce cutover risk.
Feature flags enable controlled rollout and fast disablement when needed.
Note
This summary is intended as a concise operational reference. Detailed workflows for P1 handling, incident communications, and internal documentation remain governed by internal process documentation.