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API Documentation
Version 1.19.5 and Older
Version 1.19.5 and Older
  • DecisionRules Documentation
  • API
    • API Introduction
    • API Keys
      • Solver API Keys
      • Management API keys
      • BI API keys
    • Rule Solver API
    • Management API
      • 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)
  • Decision tables
    • Decision Tables Introduction
    • Table Designer
    • Input & Output JSON Model
      • Simple Editor
      • JSON Editor
      • Binding to Model
    • 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
    • Export & Import of Decision Tables
      • Export Decision Table
      • Import Decision Table
      • File Structure of JSON Format
      • Managing Decision Table in Excel/Google Sheets
      • Deprecated Formats: XLSX v.1 and CSV
    • Table Operations
      • Filter Values
      • Valid Values
      • Sorting
  • Decision Trees
    • Decision Trees Introduction
    • Decision Tree Designer
    • Export & Import Decision Trees
      • Export Decision Tree
      • Import Decision Tree
  • Scripting Rules
    • Scripting Rule Introduction
    • Custom functions in Scripting Rules
    • Calling external API within ScriptingRules
    • Use Rule Variables in Scripting Rules
    • Call Embedded Rules in Scripting Rules
    • Export & Import Scripting Rules
      • Export Scripting Rule
      • Import Scripting Rule
    • Tips
  • Rule Flow
    • Rule Flow Designer
    • Rule Flow Mapping
    • Rule States in Rule Flow
    • Warnings & Errors
    • Rule Flow Limits
    • Export & Import Rule Flows
      • Export Rule Flow
      • Import Rule Flow
  • Workflow
    • Workflow Introduction
    • Workflow Designer
    • Workflow Nodes Overview
    • Workflow Limits
  • Other
    • Rule Alias
    • Execution Strategy
    • Rule State
    • Rule Versioning
    • Favorite Rules
    • Rule Variables
    • Rule Comparison
      • Decision Table Comparison
      • Decision Tree Comparison
      • Scripting Rule Comparison
    • Rule Tags
    • Rule Dependencies
    • Test Bench
    • Single Sign-On (SSO)
    • Event timeline
    • Rule Lock
    • Rule Migration Strategies
    • Changes in Version 1.19.0 (10/2024)
  • Organizations
    • Introduction
      • Access to Organization
    • Structure
      • Organization Roles
      • Members
      • Teams
      • Spaces
      • Space Roles
      • Policies
      • Settings
  • Teamwork
    • Dashboard
    • Folders
    • Spaces
    • Manage Spaces
    • Share Rules Between Spaces
    • Users & Roles
    • Teamwork Indicator
  • 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
  • Business Intelligence
    • Audit Logs
    • 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
  • Billing
    • Invoices & Billing
    • Change Product Plan
    • Billing Information
    • Plan Limits Explained
  • Regional Cloud
    • Regional Cloud
    • Region Specific API URLs
  • On-Premise / Docker
    • Environment Variables
    • Redis Connection Modes
    • Setup Single Sign-On (SSO)
      • Set up Microsoft Entra ID SSO
      • Set up Google SSO
    • DecisionRules Application
      • Minimal Requirements
      • DecisionRules Server
      • DecisionRules Client
      • DecisionRules Business Intelligence
      • Networking Between Docker Containers
    • 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
  • Terms & Conditions
    • Terms and Conditions
    • Privacy Policy
    • Service Level Agreement
      • Community Support
      • Standard Cloud (SaaS)
      • Silver SLA
      • Gold SLA
      • Custom SLA
    • Sub-Processor List
  • Roadmap 🚲 🗺️
  • Release Notes
    • Public Cloud
    • On-Premise / Private Cloud
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  1. Terms & Conditions
  2. Service Level Agreement

Custom SLA

DecisionRules offers different types of SLA. In case we are not matching your expectations, there is also the possibility of the Custom SLA

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Other SLA: , , and .

In case of the Large Cloud SLA is not enough, do not worry. We allow custom SLAs which can include up to 24/7 support. Just let us know and we will agree individually according to your needs!

Are you interested in Custom SLA? Contact us by the email sales@decisionrules.io

Description of the levels of severity

  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
Standard Cloud
Silver SLA
Gold SLA
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