Governance & SLAs
Last Updated: September 22, 2026 | Document Version: 4.2
1. Architectural Governance Overview
Nobogoti Technologies operates under strict technical governance frameworks designed to ensure high performance, multi-tier security, and contractual service availability. This document outlines our contractual Service Level Agreements (SLAs), operational recovery protocols, and technical performance benchmarks.
Contractually guaranteed server & database availability.
Target server response latency across SaaS product endpoints.
Priority technical triage response for critical outage tickets.
2. Managed IT Support SLA Tiers
For clients enrolled in our White Glove Managed IT Operations, support tickets are classified and handled under defined response windows:
| Severity Level | Incident Classification | Target Initial Response | Target Resolution Window |
|---|---|---|---|
| Severity 1 (Critical) | Total server outage, complete database corruption, or office network failure affecting all users. | < 15 Minutes | < 4 Hours |
| Severity 2 (High) | Major subsystem degradation, degraded API response, or non-critical workstation failure. | < 1 Hour | < 12 Hours |
| Severity 3 (Standard) | General helpdesk inquiry, user account provisioning, minor UI enhancements. | < 4 Hours | < 48 Hours |
3. Data Protection & Offsite Backup Governance
To safeguard operational continuity, Nobogoti Technologies enforces multi-tiered data retention policies for all managed infrastructure:
- Hourly Differential Backups: Database transaction logs are snapshot and encrypted every 60 minutes.
- Daily Encrypted Offsite Snapshots: Full server system snapshots stored across multi-region encrypted cloud buckets.
- Disaster Recovery Testing: Bi-annual automated restoration drills to verify backup integrity.
4. Service Credits & Guarantees
In the event that White Glove managed server uptime falls below 99.99% in any calendar month (excluding scheduled maintenance windows communicated 48 hours in advance), Nobogoti Technologies provides service credits applied against the next billing cycle as set forth in the master service agreement.