Service Level Agreement

This Service Level Agreement (SLA) is between Government Technology Agency (GovTech), the service provider of SHIP-HATS, and its users for all services and service levels offered by SHIP-HATS, which will be referred to as the Services throughout this SLA.

During your Subscription Term, GovTech provides:

• Monthly uptime percentage: System (the Services) will be available at least 99.0%. This applies per service or application and includes any scheduled maintenance downtime. SHIP-HATS continuously (24/7) monitors the Services and promptly addresses any SHIP-HATS’ service disruptions.
• Maintenance notifications: SHIP-HATS provides at least 5 business days’ advance notice for planned or scheduled monthly maintenance and updates, including patches, upgrades, or other changes that GovTech deems necessary.