> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shareofmodel.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA & SLO Engagement

> Service Level Agreements and Objectives for the Share Of Model platform.

Share Of Model is committed to delivering reliable, secure and resilient services. This page outlines our Service Level Agreements (SLA) and Service Level Objectives (SLO), designed to ensure transparency while protecting the integrity of our infrastructure.

## Service reliability commitment

Services are built on a **multi-cloud architecture** for high availability and business continuity. System performance and availability are continuously monitored to meet defined service objectives.

## Service Level Objectives (SLO)

Performance and reliability targets:

| Objective           | Target                                              |
| ------------------- | --------------------------------------------------- |
| **Availability**    | ≥ 99.9% uptime on critical services                 |
| **Performance**     | Optimised response times for core functionality     |
| **Data protection** | Regular backups with controlled recovery objectives |

These targets are monitored in real time and reviewed regularly to ensure consistent quality.

## Service Level Agreements (SLA)

In the event of an incident impacting service availability:

| Metric                             | Commitment                                        |
| ---------------------------------- | ------------------------------------------------- |
| **Incident acknowledgment**        | Within 30 minutes during business hours (Mon–Fri) |
| **Recovery Time Objective (RTO)**  | Up to 4 hours                                     |
| **Recovery Point Objective (RPO)** | Up to 2 hours                                     |

Teams mobilise based on severity, with clear escalation paths and incident-management procedures.

## Resilience and continuity

Industry best practices for rapid recovery and minimal disruption:

* Redundant infrastructure across multiple regions.
* Automated failover mechanisms.
* Regular disaster-recovery testing and continuous improvement.

## Communication and transparency

In case of disruption:

* Clients receive prompt status updates.
* Communication is maintained until full resolution.
* Post-incident summaries are provided when relevant.

## Contractual flexibility

<Note>
  All SLA and SLO commitments can be adapted and formalised through specific contractual agreements to meet individual client needs.
</Note>

## Compliance and security

Our processes align with **ISO 27001** and **SOC 2 Type II**. Additional documentation is available under NDA when required.

<Tip>
  Questions on SLA or SLO commitments? Contact our support team.
</Tip>

## What's next

<CardGroup cols={2}>
  <Card title="Security & Compliance" icon="shield" href="/platform/getting-started/understanding-security-and-compliance-in-share-of-model-platform">
    The underlying security posture.
  </Card>

  <Card title="Data Collection & Compliance" icon="shield-halved" href="/platform/getting-started/understanding-data-collection-and-compliance-in-share-of-model-platform">
    What we collect and how we store it.
  </Card>
</CardGroup>