Service levels
Orbion is delivered from the cloud under defined levels of availability, support and response times, applicable to the available features. The figures on this page are targets; the enforceable commitments are defined in each customer's contract.
Availability
- Monthly availability target: 99.5 %, roughly 3 h 39 min of unplanned downtime per month at most.
- Monthly calculation: (Total − Downtime) / Total × 100.
- Not counted as downtime: scheduled maintenance, internet, power or on-site hardware failures, third-party services and force majeure.
Incident severity
| Severity | Definition | Example |
|---|---|---|
| S1 · Critical | Total outage; stops the operation of one or more sites; no workaround | The platform does not respond; selling and invoicing are impossible |
| S2 · High | Serious degradation or failure of an essential function; partly working | Shift closing fails; tank readings do not arrive |
| S3 · Medium | Non-essential function or one with a workaround; low impact | A report error; a visual inconsistency |
| S4 · Low | Minor question or request; no impact | A usage question; a receipt template adjustment |
Support and target times
| Severity | Coverage | Response | Resolution target |
|---|---|---|---|
| S1 · Critical | 24/7, holidays included | ≤ 30 min | ≤ 4 h |
| S2 · High | Business hours Mon–Fri 8:00–17:00 | ≤ 4 business hours | ≤ 1 business day |
| S3 · Medium | Business hours Mon–Fri 8:00–17:00 | ≤ 1 business day | ≤ 3 business days |
| S4 · Low | Business hours Mon–Fri 8:00–17:00 | ≤ 2 business days | As planned |
Resolution times are targets and depend on the nature of the incident. For S1 the clock runs continuously (24/7); for the rest, within business hours (Colombian time).
Maintenance, backups and reporting
- Maintenance is scheduled and notified, at low-impact hours, and does not count as downtime. Emergency maintenance may have shorter notice when needed.
- Backups are taken periodically. The recovery objectives (RPO and RTO) are defined by contract.
- A monthly service-compliance report is provided.
Where the service is hosted: where your data lives.