Step 1
Review availability objectives
Set shared expectations for service uptime, maintenance windows, and exclusions.
- Review uptime target and measurement period.
- Review maintenance notice process and expected customer impact.
- Confirm exclusions for customer-managed dependencies.
Step 2
Review support response commitments
Know when your team can expect initial response and escalation by severity.
- Review P1, P2, and P3 response-time commitments.
- Confirm support hours and emergency contact path.
- Prepare issue details that speed up triage (workspace, job IDs, timestamps).
Step 3
Define reporting and escalation workflow
Use a consistent escalation path and communication channel for service-impacting events.
- Save escalation contacts for critical incidents.
- Use the status channel for outage and degradation updates.
- Review SLA performance in periodic service reviews.