⚠ ORIENTATIVE — PENDING VALIDATION BY THE ASSEMBLY
The SLA targets on this page reflect EBSI SLA v1.0 and are orientative. They are pending validation by the Europeum-EDIC Assembly and may change. They are published now to support the KPI measurement window 25 August – 25 September 2026.
What are SLAs?
Service Level Agreements (SLAs) define the maximum time our team will take to respond to your requests. All SLA timers run during business hours only (Monday-Friday, 09:00-17:00 CET).
SLA Tiers
| Tier | First Response | Next Reply | Applied To |
|---|---|---|---|
| Critical (4h) | 4 hours | 8 hours | Security incidents, vulnerabilities |
| High (8h) | 8 hours | 16 hours | Incidents, config changes, deployments |
| Standard (24h) | 24 hours | 48 hours | Service requests, general support |
| Low (72h) | 72 hours | 6 days | Enquiries, non-urgent requests |
Node Operator SLAs
Node operators have environment-specific SLAs with stricter targets for Production environments. View your targets on the Node Operations dashboard.
Business Hours
Mon-Fri 09:00-17:00 CET (Europe/Brussels). SLA clocks pause on weekends and Belgian public holidays.
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