TICKSTACK does not publish a blanket SLA, 24/7 promise, staffing guarantee or resolution guarantee.
Operating terms are written for each engagement.
Define the service window, targets and handover terms; this page does not publish a blanket SLA, 24/7 promise, staffing guarantee or resolution guarantee.
01
Definitions used in an agreement
The applicable agreement supplies the actual timezone, hours and targets.
- 01Business day and service window
- A business day follows the stated calendar and timezone. The service window is the period in which a response target applies.
- 02Acknowledgement and response
- Acknowledgement confirms receipt. A response states that a named person has reviewed the issue, the next action and the next update time.
- 03Mitigation and workaround
- Mitigation reduces impact; a workaround restores an acceptable path without necessarily removing the root cause.
- 04Resolution
- Resolution means the agreed acceptance criteria are met. It is not interchangeable with acknowledgement, response or mitigation.
- 05Severity
- Severity is assigned by agreed impact and urgency criteria, not by message channel or requester title.
- 06Third-party dependency and planned maintenance
- Dependencies and maintenance windows are recorded with their effect on targets and communication.
02
Coverage and targets
The agreement defines the service window, business timezone, acknowledgement and response targets, severity criteria, escalation path and exclusions. Anything outside that scope requires a separate agreement.
- A response does not mean resolution, and no resolution time is guaranteed unless the agreement explicitly says so.
- 24/7 coverage and named staffing are not defaults.
Final service terms are governed by the applicable agreement.
03
Typical exclusions
The final exclusion list is written into the applicable agreement.
- Third-party product repair and vendor-controlled service availability
- Trading decisions, strategy, pricing and commercial risk settings
- Platform uptime or outcomes outside the agreed scope and dependencies
04
End of engagement
The notice period and handover arrangements are defined in the applicable agreement. At the end of the engagement, agreed reports, runbooks, source code and client-specific tooling remain in the client's repository; third-party components remain subject to their licence terms.
Agreed reports, runbooks, source code and client-specific tooling remain in the client's repository at the end of the engagement.