Handoff & SLA
Business terms are TBD by Openbox
Response times, credits, and pricing shown here are placeholders. Openbox commercial team will confirm final terms in your contract.
Deliverables on go-live
Openbox provides:
| Deliverable | Format |
|---|---|
| Runbook | Confluence page / Markdown export |
| Access credentials | SSO integration OR bootstrap admin creds (via encrypted channel) |
| Architecture diagram (as-built) | PDF + Mermaid source |
| On-call rota | Names + PagerDuty schedule reference |
| Escalation contacts | Primary / secondary / manager |
| Backup verification report | Monthly PDF from first backup drill |
| Change-notification channel | Slack shared channel OR email DL |
SLA tiers (placeholder — Openbox biz to finalize)
| Tier | Response time (P1) | Response time (P2) | Uptime | $/mo |
|---|---|---|---|---|
| Standard | 4h business-hours | 1 business day | 99.5% | TBD |
| Premium | 1h 24×7 | 4h 24×7 | 99.9% | TBD |
| Enterprise | 15 min 24×7 | 1h 24×7 | 99.95% | TBD |
P1 = production down / data loss / security incident P2 = production degraded, workaround available P3 = non-production issue, feature request
What triggers customer notification
Openbox contacts you within 15 min for:
- P1 incident detection
- Planned maintenance window (14-day advance notice)
- Openbox security advisory affecting your instance
- Cost anomaly > 20% MoM in your AWS bill
Change control
- Openbox pushes chart/infra upgrades on a rolling schedule (weekly for patches, monthly for minor versions)
- Major version upgrades require your written approval + a maintenance window
- All changes tracked in the shared runbook with rollback plan
Data ownership
- All data in your AWS account is yours
- Openbox has read/write access via IRSA (least-privilege — see Prerequisites)
- On contract termination: Openbox exports data + runbook + revokes cross-account role within 5 business days
- No customer data leaves your AWS account except aggregated usage metrics (opt-in)
Escalation ladder
- Slack channel — 24×7 monitoring, response per SLA
- Email — support@openbox.ai
- On-call phone — provided in runbook (Premium/Enterprise only)
- Account manager — for contract / commercial issues
- Openbox CTO — for unresolved technical escalations (Enterprise only)