SERVICE OPERATIONSSERVICE REFERENCE

A service you can depend on must explain how it is operated.

This reference package does not invent production telemetry, SLA percentages or RPO/RTO. Where measurements are unavailable, status is disclosed as not published or contract-specific.

OPERATIONS ASSURANCE

Availability, incident, continuity and support are trust controls.

Operational claims use the same evidence-before-claims discipline.

NOT PUBLICLY MEASURED

Service Availability

Production availability metrics are not asserted by this reference package.

CONTRACT / DEPLOYMENT

SLA / SLO

Definitions and targets are deployment/contract specific unless published evidence exists.

OPERATING MODEL

Incident Management

Detect → triage → contain → recover → verify → evidence → review.

DEPLOYMENT-SPECIFIC

Business Continuity

HA, backup, restore, failover, RPO/RTO and exercises require deployment evidence.

CONTRACT

Support & Escalation

Support priority, response and escalation depend on service contract.

SERVICE LIFECYCLE

Tenant Operations & Exit

Provisioning, role setup, data portability, audit and exit are part of the service lifecycle.