KPI‑committed delivery for apps, data, and AI—so
you don’t just ship, you can trust what you shipped.
A commitment is not a slogan. It’s an operating agreement:
1
We implement monitoring, logs, and dashboards for
the SLIs we agreed to.
2
We define what triggers alerts, how severity
is classified, and who responds.
3
We review what was hit / missed, why it happened,
and what we’ll change next (backlog + owners).
plan-aligned
We don’t promise the same SLOs for a fixed build as we do for a dedicated squad. That’s why we use bands.
BRONZE
Uptime
~99.5%
App/API p95 latency
<300ms
Data freshness
<60 min
Agent containment
≥70%
or baseline + agreed lift
silver
Uptime
~99.7%
App/API p95 latency
<250ms
Data freshness
<30 min
Agent containment
≥75%
or baseline + agreed lift
gold
Uptime
~99.9%
App/API p95 latency
<200ms
Data freshness
<15 min
Agent containment
≥80%
or baseline + agreed lift
CSAT target
≥4.5/5
where applicable
Important: Final targets are set during Blueprint based on stack constraints, traffic volumes, and workflow complexity.
We operate with an incident playbook:
For All‑In retainers, KPI commitments can be paired with service‑credit terms if desired.
Fair guardrails
SLOs are impacted by upstream providers and client environments. We’ll document:
Client-controlled infrastructure and credentials
Data source instability or schema changes
Policy constraints that limit automation actions
Third‑party outages
