LogoLogo
API Documentation
Current Version
Current Version
  • DecisionRules Documentation
  • DecisionRules Academy
  • API
    • API Introduction
    • API Keys
      • Solver API Keys
      • Management API keys
      • BI API keys
    • Rule Solver API
    • Management API
      • Rule Migration Strategies
      • Deprecated Endpoints
    • Console Logs API
    • Business Intelligence API
      • Deprecated Endpoints
    • Datacenters & Locations
      • Global Cloud
      • Regional Cloud
    • Apache Kafka Solver API
    • Endpoint Settings
    • Archive
      • Rule Flow Solver API (DEPRECATED)
  • AI Assistant
    • About Assistant
  • RULES
    • Rules Introduction
    • Rule List
    • Rule Mode
    • Common Rule Features
      • Input & Output Model
        • Simple Editor
        • JSON Editor
      • Test Bench
      • Rule Alias
      • Rule State
      • Versioning
      • Rule Variables
      • Execution Strategy
      • Rule Dependencies
      • Rule Export & Import
        • Rule Export
        • Rule Import
        • Managing Decision Table in Excel/Google Sheets
        • Deprecated Formats: XLSX v.1 and CSV
      • Tags
      • Rule Comparison
        • Decision Table Comparison
        • Decision Tree Comparison
        • Scripting Rule Comparison
      • Rule Lock
      • Teamwork Indicator
      • Event Timeline
    • Data Types & Functions
      • Supported Data Types
      • Operators and Functions
        • Basic operators
        • Date operators
        • Functions
          • Logical Functions
          • Math Functions
          • Date and Time Functions
          • Text Functions
          • Data Functions
          • Array Functions
          • Integration functions
          • Functions and JSON
    • Decision Table
      • Table Designer
        • Table Operations
          • Filter Values
          • Valid Values
          • Sorting
      • Binding to Model
    • Decision Tree
      • Tree Designer
    • Workflow
      • Workflow Designer
      • Workflow Nodes Overview
      • Workflow Limits
    • Scripting Rule
      • Custom functions in Scripting Rules
      • Calling external API within ScriptingRules
      • Use Rule Variables in Scripting Rules
      • Call Embedded Rules in Scripting Rules
      • Tips
    • Rule Flow
      • Rule Flow Designer
      • Rule Flow Mapping
      • Rule States in Rule Flow
      • Warnings & Errors
      • Rule Flow Limits
  • SPACE
    • Space Introduction
    • Space Info
    • Dashboard
    • Access
    • API Keys
    • Audit Logs
  • Organization
    • Organization Introduction
    • Organization List
    • Members
    • Teams
    • Spaces
    • Space Roles
    • Policies
    • Statistics
    • Settings
  • Profile
    • Profile Introduction
    • General
    • Dashboard
    • Plans
    • Add-ons
    • Limits
      • Plan Limits Explained
    • Subscriptions
    • Invoices
  • Access
    • Sign Up & Login
    • Invitations & Permissions
    • Single Sign-On (SSO)
  • Business Intelligence
    • Audit Logs
    • Power BI Connectivity
      • Create a Power BI Report
      • Connect Power BI to Business Intelligence API
      • Connecting from Power BI (deprecated)
      • Connect DecisionRules to Power BI Using Our Custom Connector
  • OTHER DEPLOYMENT OPTIONS
    • Regional Cloud
      • Region Specific API URLs
    • Docker & On-Premise
      • Environment Variables
      • Redis Connection Modes
      • DecisionRules Application
        • Minimal Requirements
        • DecisionRules Server
        • DecisionRules Client
        • DecisionRules Business Intelligence
        • Networking Between Docker Containers
      • Setup Single Sign-On (SSO)
        • Set up Microsoft Entra ID SSO
        • Set up Google SSO
      • Docker Showcase App
        • Showcase
        • Showcase + Business Intelligence
      • AWS Setup
        • AWS ECS/Fargate
        • Cache - Amazon ElastiCache
      • Microsoft Azure Setup
        • Database - Azure CosmosDB
        • Cache - Azure Cache for Redis
        • Azure Container Apps
      • Azure Red Hat OpenShift
      • Google Kubernetes Engine (GKE)
      • Kubernetes Setup
        • Kubernetes Setup with Business Intelligence
      • Logging options
      • CD/CI Pipelines
        • Azure DevOps CICD Pipelines
        • Using Migration script (old way)
      • Offline License
  • SDK and Integrations
    • Languages / Frameworks
      • SQL Server
      • Oracle PL/SQL
      • PostgreSQL
      • JavaScript
      • Java Spring Example
      • PHP Library
      • Python Library
      • .NET Library
      • Google Tag Manager
    • Excel Add-in
  • Terms & Conditions
    • Terms and Conditions
    • Privacy Policy
    • Service Level Agreement
      • Community Support
      • Standard Cloud (SaaS)
      • Silver SLA
      • Gold SLA
      • Custom SLA
    • Sub-Processor List
  • Product Updates
    • Release Notes
      • Public Cloud
      • On-Premise / Private Cloud
    • Major Updates
      • Changes in Version 1.19.0 (10/2024)
      • Changes in Version 1.20.0 (4/2025)
    • Roadmap
Powered by GitBook
On this page

Was this helpful?

  1. Terms & Conditions
  2. Service Level Agreement

Gold SLA

DecisionRules offers different types of SLA. Community Support, Silver SLA, Gold SLA, and in case we are not matching your expectations, there is also the possibility of the Custom SLA

Last updated 1 year ago

Was this helpful?

Other SLA: , and .

SLA

In the table below is described SLA for Large Cloud. Each issue has different severity, this is why there is a difference in response and resolution time. We are here for you in our business hours between 8am and 6pm CET.

Severity
Response
Resolution

Max. response time

Max. resolution time

Critical

5h

24h

High

8h

3d

Medium

12h

4d

Low

24h

7d

Available in Business hours (in Czechia)

****

8 am - 6 pm CET and CEST (GMT+1/GMT+2)

  1. Critical (priority 1)

    • is a failure that results in a complete crash of the application, ie. a malfunction of the application as a whole or its module, which does not allow users to work or communicate with the application.

    • Examples of Critical failure:

      1. The application does not allow the user to log in (except for the incorrect DB function).

      2. The solver does not return the required (correct) results.

      3. Incorrect CRUD functionality of the space.

      4. Incorrect CRUD functionality of the rules.

  2. High (priority 2)

    • is a fault that results in the malfunction of any of the functions declared in the manual available at and causes restrictions on the operation and services of the application, but does not prevent the use of the application as a whole; the failure could affect the accuracy of existing or acquired data and calculations performed.

    • Example of High failure:

      1. Non-functional import and export of rules to XLSX and JSON format.

      2. The application does not allow new users to be registered (except for the incorrect DB function).

      3. The application cannot create new API keys and API calls only work from existing ones.

  3. Medium (priority 3)

    • is a failure that results in a violation of any of the functions declared in the manual available at , but does not cause a restriction on the operation and services of the application; the failure could affect the accuracy of existing or acquired data and calculations performed.

    • Examples of Medium failure:

      1. Viewing the history of rules does not respond.

      2. Rule duplication does not work.

      3. Creating new versions of a rule does not work.

      4. Inability to invite new members to the CRUD space.

      5. The dashboard cannot preview graphs.

  4. Low (priority 4)

    • are faults that do not limit the functionality of the application and do not prevent the operation of the application as a whole or any of its parts, but they are not the documented state of the application.

    • Examples of low failure:

      1. Faults exclusively on the front-end = changes and fixes are displayed after the update (refresh).

      2. Autocomplete failure in scripting rules.

      3. Color separation and autocomplete functions in the decision table do not work.

The list of examples is only for better orientation of what belongs to which category.

Community Support
Silver SLA
Custom SLA
Dashboard
Docs
Page cover image