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Reliability & SLA

Contractual guarantees on uptime, incident handling and continuity for mission-critical services.

Service Level Agreement

STANDARD
99.5%
• Ticket support
• Response < 4 business hours
• RTO < 1h
• RPO < 24h
ENTERPRISE
99.9%
• 24/7 support
• Response < 1h
• RTO < 15m
• RPO < 1h
MISSION-CRITICAL
99.99%
• Immediate war room
• Dedicated on-call
• RTO < 5m
• Near-zero RPO
Service Credits
Financial safeguards in case of service degradation
Credits and terms are defined in the signed contract/SLA (measurement window, methodology and exclusions). This block shows a typical structure focused on transparency and accountability.
Uptime below threshold service credit applies
Severity & impact proportional credit
Report & RCA post-incident review

Business continuity

Multi-region backups, tested restore procedures and incident management for critical events. Redundant architecture to avoid single points of failure across ingest, origin and edge.

Content protection

Token auth, geo-policy, domain allowlist and DRM/anti-piracy options for premium content. Logging and QoE metrics to diagnose issues and prevent degradations.

Mission-critical streaming

SLA is not “just uptime”: it’s an operational process

For live events, the difference is preventing degradations and reacting in minutes: we monitor stream health and QoE, trigger escalation, and apply multi-layer failover to reduce impact on viewers.

Main/Backup ingest HLS & MPEG-DASH QoE: TTFF & buffering Token/Geo/Domain
Azoto Solutions logo
SLA Playbook
Detect • Mitigate • Recover
Clear escalation
Runbooks, alerts and a war room when needed: reaction times aligned with the SLA level.

Streaming-oriented infrastructure (2026 performance)

Capacity and stability don’t rely on a single node: balancing, caching, throughput and acceleration are designed for ABR packaging and CDN delivery.

AMD icon AMD EPYC (latest gen) Intel icon Intel Xeon (latest gen)
High-end server CPUs
Modern platforms (AMD EPYC / Intel Xeon) for stable throughput across ingest, origin and analytics.
NVMe & cache
Fast caching for segments/manifests and optimized storage for recording and VOD library.
Multi-carrier network
Peering and capacity for peaks; path redundancy and routing for congestion.
ABR packaging
HLS/MPEG-DASH, multi-bitrate ladders and device profiles for faster start and less buffering.
Transcoding acceleration
GPU options where needed to scale ABR and modern presets on high-demand events.
QoE & alerting
TTFF/buffering/error-rate metrics + stream health, with alerts and escalation aligned to the SLA.

Incident management: from signal to resolution

A clear process: fast detection, mitigation, communication, and post-incident improvements to prevent repeats.

1) Detect
Alerts on stream health and QoE (TTFF, buffering, error rate).
2) Triage
Impact classification, priority, and escalation activation.
3) Mitigate
Failover, reroute, policy changes and operational corrective actions.
4) Improve
Root-cause analysis and improvements to runbooks and capacity planning.

SLA FAQ

What does “uptime” mean in a streaming SLA?
Uptime is the availability of the delivery/streaming service in the reference period, with incident management, escalation, and RTO/RPO targets depending on the SLA level.
How do you reduce the risk of interruptions during a live event?
Layered redundancy (main+backup ingest, active-active origin, edge PoPs with fallback) plus stream health/QoE monitoring with alerts and corrective actions.
Which protections do you offer for premium content?
Token authentication, geo-policy, domain allowlist and DRM/anti-piracy options when required, with logging and QoE metrics to diagnose and prevent degradations.