Service Level Agreement
Our delivery, uptime, and support commitments across all data centre builds and cloud infrastructure contracts.
Last Updated: March 26, 2026
1. Uptime Commitment
For cloud infrastructure and data centre management systems delivered and operated by Wilbak Engineering, we target a minimum of 99.9% operational availability measured on a monthly basis. This applies to infrastructure components under Wilbak's direct management scope as defined in the project engagement agreement.
Scheduled maintenance windows, force majeure events, and outages caused by third-party providers outside Wilbak's control are excluded from uptime calculations and will be communicated in advance wherever possible.
2. Delivery Standards
- Project Milestones: Agreed delivery milestones are documented in the project scope and tracked against a principal-approved timeline.
- Infrastructure Handover: All data centre and cloud builds are subject to structured commissioning and documentation before client handover.
- Diagnostic Response: Initial diagnostic assessments are acknowledged within one business day of submission.
- Change Requests: In-scope change requests are assessed and scoped within three business days of receipt.
3. Technical Support
Engaged clients receive direct access to their assigned principal engineer for the duration of the project. Critical infrastructure incidents are responded to within 4 hours during business hours. General technical enquiries are addressed within one business day.
Post-delivery support terms are defined per engagement. Wilbak Engineering does not operate a general helpdesk; all support is principal-led and scoped to the delivered system.
4. Remedies & Credits
In the event that agreed uptime or delivery commitments are not met due to Wilbak Engineering's direct fault, we will work with the client to identify the root cause and implement a corrective action plan at no additional cost.
Service credits or remediation scope are agreed on a case-by-case basis as documented in the project engagement agreement. Credits do not apply to delays or outages caused by client-side factors, third-party systems, or events outside Wilbak's operational control.