Service Levels

The platform is operated with the following performance targets:

• Service Level Availability (SLA): 99.5%
• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 24 hours

Support and Incident Management

We are in the amidst of onboarding to GovTech Operations Centre (GTOC) services.

• Escalation: If an issue cannot be resolved by GTOC, it will be escalated to the product team for L2 and L3 support.