There are two aspects to the 10Duke SLA.
1. The first is API uptime. By default, 10Duke guarantees that our APIs will be accessible 99.9% of the time. More ‘9s’ are available on request for bespoke requirements.
2. The second is the service desk. The service desk allows any customer befitting from the 10Duke SLA to submit support requests to the service desk and expect a response with the service response times as outlined in the table below:
Support Packages
* Bank / Public holidays excluded
** only submitted during Standard Support hours
Please remember that for each customer, 10Duke’s APIs and the server-side applications to which they correspond are deployed on a single-tenant basis.