Business Continuity

Uptime Commitments, Incident Containment, and Service Level Agreements (SLA)

Platform Uptime Guarantee

Hypocrates targets a **99.9% monthly operational uptime** SLA for all subscription accounts, excluding scheduled maintenance windows. System availability metrics are monitored continuously using distributed uptime services.

Incident Management & Containment

In the event of a platform outage or service degradation, our Incident Response Team initiates documented containment workflows:

Alert Triage: Outage flags are triaged within 15 minutes of automated system notifications.
Hotfix Deployments: Operations teams run container rollbacks or regional routing switches immediately.
Status Communications: Real-time platform incident reports are posted on our public status board.

Support Service SLA

We provide operational assistance with response time parameters based on ticket priority levels:

Priority 1 (Critical Outage): Under 30 minutes response time. 24/7 coverage.
Priority 2 (High Operational Issues): Under 2 hours response time. Business hours coverage.
Priority 3 (Normal Inquiries): Under 24 hours response time. Business hours coverage.