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Service Level Agreement (SLA)

This page outlines standard service-level expectations used in Orix Digi engagements. Final SLA commitments are defined in signed contracts.

Standard Response Targets

  • Strategic planning response: within 48 business hours for active engagements.
  • Operational support queries: same business day to next business day depending on priority.
  • Critical incident acknowledgment: accelerated acknowledgment under active SLA tiers.

Delivery Governance

  • Weekly operating reviews with action owners and KPI checkpoints.
  • Monthly executive summary with performance shifts and strategic recommendations.
  • Escalation path for production blockers, policy issues, and reporting anomalies.

Client Responsibilities

  • Provide timely access, approvals, and decision stakeholders.
  • Validate scope assumptions and change requests in writing.
  • Support compliance requirements and applicable policy restrictions.

Scope and Exceptions

  • Service levels may vary by package tier, market complexity, and platform dependencies.
  • Third-party outages or policy suspensions may affect delivery timelines.
  • Contractual SLA terms supersede this public guidance where differences exist.