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Pivotal Web Services Service Level Agreement (SLA)

Environment 

Pivotal Web Services (PWS): All versions

Procedure

PWS Support

At this time, Pivotal Web Services Support does not have any Service Level Agreements (SLAs) for paying PWS users. However, we always strive to handle and resolve all customer requests in a timely manner. Full details are available in the PWS Terms of Service.

PWS SLA on staged/hosted applications

In the case of scheduled maintenance, emergency maintenance or upgrades, the scheduled downtime of nodes will be posted at status.run.pivotal.io in advance. During these maintenance windows, in most cases, existing staged applications will continue to operate as normal. The notification will give details on exactly which features will be affected.

Your application will be designed stateless, scaled to multiple instances, and the deployment will be across Availability Zones. In the case of some nodes not operating well due to maintenance or temporary issues, app instances on other running nodes will be able to provide service without any breaks.

It is also recommended to choose appropriately redundant database providers such as Amazon RDS.

Additional Information 

Please consult the following blog post for details on preparing your application for production.



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