At Prominent One Technology, we back our automation services with a rigorous Service Level Agreement (SLA) designed to ensure your critical workflows never miss a beat.

Here is how we structure our guarantees to you:

1. Platform Availability & Uptime

We guarantee that your Control-M orchestration environment remains accessible and functional to keep your business running.

• Production Availability: 99.95% uptime for all production environments.
• Non-Production Availability: 99.9% uptime for development and testing environments.
• High Availability (HA): Our architecture includes automatic failover to secondary hosts to prevent data loss or production halts during hardware failure.

2. Critical Job Performance & Deadlines

We don’t just measure if the software is “on”; we measure if your data is “done” on time.

• Service Level Monitoring: We use Batch Impact Manager (BIM) to track the health of critical business services.
• Completion Targets: You define the “Complete By” time for vital outputs (e.g., “Financial reports must be ready by 6:00 AM”).
• Predictive Analytics: Our system uses statistical trends to detect if a workflow is deviating from its average runtime. If a delay is predicted, an alert is triggered automatically for our team to intervene.

3. Support Response & Remediation

When an automated task fails, our response is governed by strict severity tiers.

• Priority 1 (Critical): Immediate response for issues stopping production workflows, with a target acknowledgement within 15–30 minutes.
• Proactive Intervention: If a sensor or job log detects a fault, our Service Level Management system automatically logs a ticket and notifies our on-call engineers.
• Resolution Commitment: We aim to restore critical services within a defined window, often targeting full recovery within 4 hours for high-priority infrastructure needs.

4. Governance & Reporting

We provide full transparency into how we are meeting these targets.

• Monthly SLA Reports: You receive a detailed dashboard showing actual performance against agreed-upon targets.
• Audit Readiness: Every automated action is logged with a timestamp and user ID, providing a complete audit trail for compliance.
• Service Credits: If we fall below our 99.95% availability target, we issue service credits as a standard part of our contractual accountability.