Effective Starting: December 17, 2021.
| Version | Date | Change |
| 1.0 | December 17, 221 | First version of the UK SLA published |
Availability
Availability means all functions of the Powered by Jumbo Platform are available to Client users in a live production environment as per the Platform Capabilities.
The system is available for customer transactions on average 99.9% of this which means there is a maximum of 60 minutes non-scheduled downtime in a month. This is subject to any circumstances beyond our control, which may affect this timeframe.
Scheduled Maintenance & Downtime
Our development systems and processes are built around the Agile approach, which provides that frequent small releases to the Powered by Jumbo platform occur on a daily basis. This means that:
- Releases in nearly all instances only affect one component of the larger Powered by Jumbo platform.
- Releases typically occur between the core hours of 7 am – 5 pm Australian Eastern Standard Time (AEST), Monday to Friday;
- Application releases last between 0 (no downtime) and 5 minutes, with an average downtime of fewer than 30 seconds.
- More significant or risky changes that require extended downtime may be done out of these hours.
Response Time
The speed with which the application will respond to a mouse click or page change is = < 1s, with the current average around 250ms to be maintained +/- 20%.
In the case of Routine requests, Response Time is the time between that request and the system providing a response.
Incidents
Incidents mean a condition that has an adverse impact on the operation or performance of the Powered by Jumbo platform capabilities, as described in Platform Capabilities.
Priority is made up of two factors:
Urgency – how quickly the business needs a resolution
Impact – the degree or amount of harm to the business
Urgency is determined by the client and Jumbo, but Impact is always determined by Jumbo.
Urgency
| Level | Meaning |
|---|---|
| Critical | The damage caused by the Incident increases rapidly. Work that cannot be completed by staff is highly time-sensitive. |
| High | The damage caused by the Incident increases considerably over time. A minor incident can be prevented from becoming a major Incident by acting immediately. |
| Low | The damage caused by the incident is unlikely to reoccur or increase over time. |
| Medium | The damage caused by the Incident only marginally increases over time. Work that cannot be completed by staff is not time-sensitive. |
Impact
| Level | Meaning |
|---|---|
| Critical | A core business service is impacted in a significant way. All customers are affected and/or acutely disadvantaged in some way. The damage to the reputation of the business is likely to be high. |
| High | A large number of staff are affected and/or not able to do their job. A large number of customers are affected and/or acutely disadvantaged in some way. The damage to the reputation of the business is likely to be moderate. |
| Medium | A moderate number of staff are affected and/or not able to do their job properly. A moderate number of customers are affected and/or inconvenienced in some way. The damage to the reputation of the business is likely to be minimal. |
| Low | A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort. A minimal number of customers are affected and/or inconvenienced but not in a significant way. The damage to the reputation of the business is likely to be unaffected. |
Determining Priority
| Urgency / Impact | Critical | High | Medium | Low |
|---|---|---|---|---|
| Critical | P1 | P2 | ||
| High | P2 | P2 | P3 | P3 |
| Low | P3 | P4 | P5 | |
| Medium | P3 | P3 | P4 |
Examples Of Incidents
|
Priority Level |
Definitions and Examples |
|---|---|
| P1 | • Site completely down or unresponsive • Account registration or Login • Add to cart • Checkout • Tickets not purchased with provider • All customers are unable to complete core sales processes • All customers are unable to receive emails • Data breach ≥ 1000 affected individuals |
| P2 | • Unable to use a specific high-volume payment method during the sales process • Ticket scoring unavailable for all users • End of Draw unable to be completed • Non-core system unavailable during critical window • Unable to create new draws • Unable to create new draws (i.e charity content) • Data breach (> 1 but < 1000 affected individuals) |
| P3 | • Secondary or non-core business process unable to be completed • Core business process unable to be completed due to inability to use existing data tooling • P1 or P2 items that have an acceptable workaround |
| P4 | • Moderately urgent items affecting individual customers • Non-urgent data fixes for a group of customers • Data breach (1 affected individual) |
| P5 | • Request for information • Non-urgent updates to a single customer record |
Timeframes For Rectifying Incidents
| Priority Level | Acknowledgement Time | Targets | Update Frequency |
|---|---|---|---|
| P1 | 30 mins | 2 hrs | Every 30 mins |
| P2 | 1 hr | 4 hrs | Every 3 hrs |
| P3 | 4 hrs | 3 days | Daily |
| P4 & P5 | 24 hrs | 3 weeks | Weekly |
Acknowledgment Time means the time between the Client reporting a defect to us and us providing a response/notice which acknowledges the defect and providing the first Defect Update.
Targets means the target timeframe to resolve the defect or have a suitable workaround in place.
Defect Update means written notice from us to the Client during the Time to Fix including:
- An estimate of when a Workaround (if available) will be provided;
- An estimate of when a Fix will be provided;
- Any actions which can be performed by the Client to mitigate the impact of the Defect; and
- The current status of the work being done to provide the Workaround or Fix
Business Continuity Plan (BCP) & Disaster Recovery Plan (DRP)
We have the above plans which will be made available for a nominated representative to view in a secure environment upon written request.
Restore Time Following A Disaster
The time it would take to restore the platform following a catastrophic failure, to enable customer transactions to recommence, is 24 hours.
Recovery Time Objective
If the datastore encounters a catastrophic failure the maximum amount of non-recoverable data is 1 hour, due to the back-up regime.
Triage is the procedure of assigning levels of priority to tasks to determine the most effective order in which to deal with them.