The following table describes the goals of the AWS Managed Services (AMS) service. Service Level Agreements (SLAs) for other aspects of the AMS service, including incident management, are covered in the SLA document shared with you when you subscribed to AMS. For more information, speak to your CSDM.
| Feature | Performance Indicator (PI) | Plus (Business Days, M-F 8AM to 6PM local time) |
Premium (Calendar Days, 24 x 7) |
|---|---|---|---|
Change management |
Time taken to schedule or reject automated RFCs |
<=30 min | <=30 min |
Time of initiation of scheduled RFCs compared to scheduled execution time |
<=1 min | <=1 min | |
Time taken to approve/reject non-automated RFCs, available in CT catalog |
<=48 hours |
<=24 hours | |
Time taken to approve/reject non-automated RFCs not available in CT catalog |
<=5 days | <=5 days | |
Problem management |
Time taken to complete root cause analysis (RCA) |
<=10 days |
<=10 days |
Service request management |
Response time for first and every subsequent reply |
<=8 hours |
<=4 hours |
