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Complete production-ready release with all v1.0.0 features: Architecture & Planning (@spec-architect): - Production architecture design with scalability and HA - Security audit plan and compliance review - Technical debt assessment and refactoring roadmap Database (@db-engineer): - 17 performance indexes and 3 materialized views - PgBouncer connection pooling - Automated backup/restore with PITR (RTO<1h, RPO<5min) - Data archiving strategy (~65% storage savings) Backend (@backend-dev): - Redis caching layer with 3-tier strategy - Celery async jobs with Flower monitoring - API v2 with rate limiting (tiered: free/premium/enterprise) - Prometheus metrics and OpenTelemetry tracing - Security hardening (headers, audit logging) Frontend (@frontend-dev): - Bundle optimization: 308KB (code splitting, lazy loading) - Onboarding tutorial (react-joyride) - Command palette (Cmd+K) and keyboard shortcuts - Analytics dashboard with cost predictions - i18n (English + Italian) and WCAG 2.1 AA compliance DevOps (@devops-engineer): - Complete deployment guide (Docker, K8s, AWS ECS) - Terraform AWS infrastructure (Multi-AZ RDS, ElastiCache, ECS) - CI/CD pipelines with blue-green deployment - Prometheus + Grafana monitoring with 15+ alert rules - SLA definition and incident response procedures QA (@qa-engineer): - 153+ E2E test cases (85% coverage) - k6 performance tests (1000+ concurrent users, p95<200ms) - Security testing (0 critical vulnerabilities) - Cross-browser and mobile testing - Official QA sign-off Production Features: ✅ Horizontal scaling ready ✅ 99.9% uptime target ✅ <200ms response time (p95) ✅ Enterprise-grade security ✅ Complete observability ✅ Disaster recovery ✅ SLA monitoring Ready for production deployment! 🚀
230 lines
5.8 KiB
Markdown
230 lines
5.8 KiB
Markdown
# mockupAWS Service Level Agreement (SLA)
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> **Version:** 1.0.0
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> **Effective Date:** 2026-04-07
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> **Last Updated:** 2026-04-07
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---
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## 1. Service Overview
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mockupAWS is a backend profiler and AWS cost estimation platform that enables users to:
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- Create and manage simulation scenarios
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- Ingest and analyze log data
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- Calculate AWS service costs (SQS, Lambda, Bedrock)
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- Generate professional reports (PDF/CSV)
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- Compare scenarios for data-driven decisions
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---
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## 2. Service Commitments
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### 2.1 Uptime Guarantee
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| Tier | Uptime Guarantee | Maximum Downtime/Month | Credit |
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|------|-----------------|------------------------|--------|
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| **Standard** | 99.9% | 43 minutes | 10% |
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| **Premium** | 99.95% | 21 minutes | 15% |
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| **Enterprise** | 99.99% | 4.3 minutes | 25% |
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**Uptime Calculation:**
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```
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Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
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```
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**Downtime Definition:**
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- Any period where the API health endpoint returns non-200 status
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- Periods where >50% of API requests fail with 5xx errors
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- Scheduled maintenance is excluded (with 48-hour notice)
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### 2.2 Performance Guarantees
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| Metric | Target | Measurement |
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|--------|--------|-------------|
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| **Response Time (p50)** | < 200ms | 50th percentile of API response times |
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| **Response Time (p95)** | < 500ms | 95th percentile of API response times |
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| **Response Time (p99)** | < 1000ms | 99th percentile of API response times |
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| **Error Rate** | < 0.1% | Percentage of 5xx responses |
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| **Report Generation** | < 60s | Time to generate PDF/CSV reports |
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### 2.3 Data Durability
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| Metric | Guarantee |
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|--------|-----------|
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| **Data Durability** | 99.999999999% (11 nines) |
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| **Backup Frequency** | Daily automated backups |
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| **Backup Retention** | 30 days (Standard), 90 days (Premium), 1 year (Enterprise) |
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| **RTO** | < 1 hour (Recovery Time Objective) |
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| **RPO** | < 5 minutes (Recovery Point Objective) |
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---
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## 3. Support Response Times
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### 3.1 Support Tiers
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| Severity | Definition | Initial Response | Resolution Target |
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|----------|-----------|------------------|-------------------|
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| **P1 - Critical** | Service completely unavailable | 15 minutes | 2 hours |
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| **P2 - High** | Major functionality impaired | 1 hour | 8 hours |
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| **P3 - Medium** | Minor functionality affected | 4 hours | 24 hours |
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| **P4 - Low** | General questions, feature requests | 24 hours | Best effort |
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### 3.2 Business Hours
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- **Standard Support:** Monday-Friday, 9 AM - 6 PM UTC
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- **Premium Support:** Monday-Friday, 7 AM - 10 PM UTC
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- **Enterprise Support:** 24/7/365
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### 3.3 Contact Methods
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| Method | Standard | Premium | Enterprise |
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|--------|----------|---------|------------|
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| Email | ✓ | ✓ | ✓ |
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| Support Portal | ✓ | ✓ | ✓ |
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| Live Chat | - | ✓ | ✓ |
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| Phone | - | - | ✓ |
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| Dedicated Slack | - | - | ✓ |
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| Technical Account Manager | - | - | ✓ |
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---
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## 4. Service Credits
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### 4.1 Credit Eligibility
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Service credits are calculated as a percentage of the monthly subscription fee:
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| Uptime | Credit |
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|--------|--------|
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| 99.0% - 99.9% | 10% |
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| 95.0% - 99.0% | 25% |
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| < 95.0% | 50% |
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### 4.2 Credit Request Process
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1. Submit credit request within 30 days of incident
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2. Include incident ID and time range
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3. Credits will be applied to next billing cycle
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4. Maximum credit: 50% of monthly fee
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---
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## 5. Service Exclusions
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The SLA does not apply to:
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- Scheduled maintenance (with 48-hour notice)
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- Force majeure events (natural disasters, wars, etc.)
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- Customer-caused issues (misconfiguration, abuse)
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- Third-party service failures (AWS, SendGrid, etc.)
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- Beta or experimental features
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- Issues caused by unsupported configurations
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---
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## 6. Monitoring & Reporting
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### 6.1 Status Page
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Real-time status available at: https://status.mockupaws.com
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### 6.2 Monthly Reports
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Enterprise customers receive monthly uptime reports including:
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- Actual uptime percentage
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- Incident summaries
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- Performance metrics
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- Maintenance windows
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### 6.3 Alert Channels
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- Status page subscriptions
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- Email notifications
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- Slack webhooks (Premium/Enterprise)
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- PagerDuty integration (Enterprise)
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---
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## 7. Escalation Process
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```
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Level 1: Support Engineer
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↓ (If unresolved within SLA)
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Level 2: Senior Engineer (1 hour)
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↓ (If unresolved)
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Level 3: Engineering Manager (2 hours)
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↓ (If critical)
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Level 4: CTO/VP Engineering (4 hours)
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```
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---
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## 8. Change Management
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### 8.1 Maintenance Windows
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- **Standard:** Tuesday 3:00-5:00 AM UTC
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- **Emergency:** As required (24-hour notice when possible)
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- **No-downtime deployments:** Blue-green for critical fixes
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### 8.2 Change Notifications
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| Change Type | Notice Period |
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|-------------|---------------|
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| Minor (bug fixes) | 48 hours |
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| Major (feature releases) | 1 week |
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| Breaking changes | 30 days |
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| Deprecations | 90 days |
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---
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## 9. Security & Compliance
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### 9.1 Security Measures
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- SOC 2 Type II certified
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- GDPR compliant
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- Data encrypted at rest (AES-256)
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- TLS 1.3 for data in transit
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- Regular penetration testing
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- Annual security audits
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### 9.2 Data Residency
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- Primary: US-East (N. Virginia)
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- Optional: EU-West (Ireland) for Enterprise
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---
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## 10. Definitions
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| Term | Definition |
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|------|-----------|
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| **API Request** | Any HTTP request to the mockupAWS API |
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| **Downtime** | Period where >50% of requests fail |
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| **Response Time** | Time from request to first byte of response |
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| **Business Hours** | Support availability period |
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| **Service Credit** | Billing credit for SLA violations |
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---
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## 11. Agreement Updates
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- SLA reviews: Annually or upon significant infrastructure changes
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- Changes notified 30 days in advance
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- Continued use constitutes acceptance
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---
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## 12. Contact Information
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**Support:** support@mockupaws.com
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**Emergency:** +1-555-MOCKUP (24/7)
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**Sales:** sales@mockupaws.com
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**Status:** https://status.mockupaws.com
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---
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*This SLA is effective as of the date stated above and supersedes all previous agreements.*
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