SLA Details
This information is current as of 26/03/2024 and is subject to change at any time.
Cloud Services
The Prompt System provides Cloud Services by hosting the Prompt System for the Customer on a 24 X 7 timeframe, all day, every day Monday to Sunday.
Availability
The Prompt System ensures that the Cloud Services meet the Uptime Percentage Target during the Standard Usage Hours every month. The Uptime Percentage Target is 99.90%. Service availability is measured from the point of entry/exit at the provider firewall.
System security
The Prompt System undertakes vulnerability scans and penetration testing of the organisations boundary firewalls and externally-facing system at least annually by independent specialists.
The Prompt System includes the functionality and capability to integrate with and utilise an industry wide standard authentication processes, for example to:
a) Authenticate users and credentials
b) Establish and disable user accounts
c) Manage membership of user groups
d) Enable role based privileges to be provisioned.
The Prompt System uses all reasonable efforts to achieve the following Principle Target performance levels, and must achieve the following Minimum Target performance levels, for both RTO and RPO.
Recovery Time Objectives (RTO) and Recovering Point Objectives (RPO)
Below is RTO/RPO matrix for all the services being used for storing consistent data for the Prompt System.
| AWS Service | Retention Period | RPO | RTO |
| S3 Documents/Bucket | Unlimited | Last update for individual objects. Up to 24 Hours for whole bucket restore | Minutes to hours depending on number of objects restored |
| Aurora Database | 30 Days | Last minute up to 30 Days | 1-3 hours depending on the size of database |
| DynamoDB Tables | 35 Days | Last minute up to 35 Days | 10 minutes to 1 hour depending on the size of the table |
System Backup
The Prompt System ensures that the Cloud Services include off-site backups from where the files, servers, and/or the entire Service can be restored.
The Prompt System has a system back up success rate of 99% across all backup Services.
The Prompt System ensures will attempt to ensure that the following backup of data is maintained:
(a) Database backups: 15-minute transaction logs and hourly increments. Retention is transactions logs and hourlies for a day, and 30 days of increments; and
(b) infrastructure backups and retention:
(i) Hourly Snapshots for 48 hours;
(ii) Daily Consolidated backups for 30 days;
(iii) Weekly consolidated backups for 5 weeks;
(iv) Monthly backups for 12 months; and
(v) Yearly backups for 7 years.
Service Desk Severity Rankings and Response Times
Security Breach
Any indication of a security breach is to be treated as a P1 Incident.
| Severity | Low Single User or Small Group | Medium Department or Large Group | High Entire Business |
| Low (Irritation rather than stoppage) | P4 | P3 | P3 |
| Medium (Business Degraded, Reasonable Workaround) | P3 | P2 | P2 |
| High (Major Business Process Stopped) | P2 | P1 | P1 |
The Priorities are as defined in the following table.
| Priority Level | Impact of Incident |
| P1 Emergency | The Customer is unable to use or access the Prompt System. Incidents identified as potentially resulting in a clinical risk or which prevent clinical treatment at any site and / or has the potential for data loss are automatically assigned this Priority Level. |
| P2 Quick Response | An Incident where The Customer’s Personnel are able to perform their work, possibly using a work around, but there is a significant adverse impact on the Prompt System Workflow or a significant loss of productivity. |
| P3 Normal Response | An Incident where The Customer’s Personnel are able to perform their work and the Incident has a moderate adverse impact on the Prompt System Workflow. A Priority Level 3 Incident affects a small amount of users or an isolated workflow component. |
| P4 Low Priority | An Incident that has a minor or no adverse impact on a Prompt System Workflow or is a planned change in configuration. This includes minor imperfections and known limitations in the Software requiring configuration management through change control processes. This Priority Level includes questions and assistance provided to systems administrators in the general management of the Learning Management System. |
Time to Answer
The following definitions apply:
a) Response Time is defined as the time from when a report of an incident or issue is made to when a ticket or other trackable acknowledgement is issued by the Prompt to the Customer.
b) Restoration Time is defined as the time taken from first report of an incident, problem or request until the affected service is restored to a functional operating state (whether by use of a full (permanent) fix, or a temporary fix) and Restoration means the return of the affected service to functional operating state.
c) Resolution Time is defined as the time taken from first report of an incident, problem or request until the affected service is restored to full normal pre-incident operating condition. In the case of a hardware fault, by way of example only, Resolution Time is the time elapsed from the first report of a fault until replacement hardware has been installed, patched, configured and normal services have been restored at the relevant site.
Service Levels
The incident Service Levels, based on Priority, are defined in the table below and outlined here: https://aws.amazon.com/compute/sla/
1. The Prompt System notifies the Customer as soon as practicable when the system is restored.
2. Restoration Time includes all time required to backup or recover a database (if required for restoration of the System).
| Problem Severity | Initial Response Time | Escalation | Time to Resolution | Period |
| P1 Emergency | 1 hour | 1 hour | 4 hours | 24hrs every day ( 7days each week) |
P2 Quick Response | 2 hour | 4 hour | 9 hours | Business Days 8am – 5pm |
| P3 Normal Response | 8 hours | 8 hours | 3 days | Business Days 8am – 5pm |
| P4 Low Priority | 2 days | 2 days | 30 days | Business Days 8am – 5pm |
P5 Scheduled Work | N/A | N/A | N/A | N/A |
Support Services and Times
The Support Services includes the following:
a) telephone support in the form of consultations, assistance and advice in relation to the System;
b) diagnosis of problems and support of the System;
c) supply and installation of Updates of the Prompt System;
d) changes required to minimise or remedy defects in the System;
e) changes to the System that are required to maintain the operability of the System in accordance with its specifications and System Documentation after the implementation of New Releases or Updates of the System;
f) optimising the System as required to ensure efficient operation of the System;
g) any work necessary to ensure all code associated with the current release of the System under support and future support releases are configured and reproducible as deployed in production;
h) maintain up to date anti-virus functionality covering all servers up to the operating system level;
i) manage System administration access;
j) manage the security of the Services and System
Product Lifecycle
The Prompt System, on an ongoing basis, provides the Prompt Administrator(s) with an upcoming schedule of proposed Updates and New Releases planned for the Prompt System. The schedule details for each Update or New Release:
a. its nature;
b. the additional functionality that will be provided with it;
c. any functionality that will be changed or removed by it; and
d. its expected date of release.