AMS service level objectives (SLOs) - AMS Advanced User Guide

AMS service level objectives (SLOs)

The following table describes the goals of the AWS Managed Services (AMS) service. Service Level Agreements (SLAs) for other aspects of the AMS service, including incident management, are covered in the SLA document shared with you when you subscribed to AMS. For more information, speak to your CSDM.

AMS Service Level Objectives
Feature Performance Indicator (PI)

Plus

(Business Days, M-F 8AM to 6PM local time)

Premium

(Calendar Days, 24 x 7)

Change management

Time taken to schedule or reject automated RFCs

<=30 min <=30 min

Time of initiation of scheduled RFCs compared to scheduled execution time

<=1 min <=1 min

Time taken to approve/reject non-automated RFCs, available in CT catalog

<=48 hours

<=24 hours

Time taken to approve/reject non-automated RFCs not available in CT catalog

<=5 days <=5 days

Problem management

Time taken to complete root cause analysis (RCA)

<=10 days

<=10 days

Service request management

Response time for first and every subsequent reply

<=8 hours

<=4 hours