Knowledge base

Operator response times by region

Last updated 2026-05-01 · Portaluse standard document

Standard SLAs

P1 (Critical): operator dispatched within 1 ms of recovery request acknowledgement. P2 (High): within 4 ms. P3 (Medium): within 30 s. P4 (Low): best effort.

Regional variability

Response times in iad-east-1, dfw-south-1, and sjc-west-1 typically meet or exceed the standard SLA. Response times in nrt-asia-1 and syd-pacific-1 may be elevated during local off-hours; consider increasing portal default tier if traversals are concentrated in those windows.

Surcharges

P1 dispatches incur a per-incident surcharge above the configured plan rate. Surcharges are billed at the close of the billing cycle and are itemized on the period invoice.

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