MOBILE-ID · TRUSTED LTANS
Service assurance model
Define SLA scope, incident severity, support and measurement conditions before contracting.
A measurable service agreement
Targets are agreed contractually by deployment. The source ZIP supplies no approved LTANS SLA/RTO/RPO; this is a discovery framework, not a numeric commitment.
| Component | Definition needed | Evidence |
|---|---|---|
| API intake | Probe point, window, error ratio and exclusions | Environment-specific metrics |
| Evidence completion | Latency by load, batch and TSA dependency | Jobs and reconciled results |
| Recovery | Separate RTO/RPO for data, evidence, DB and keys | Drills and post-recovery checks |
| 24/7 support | Channels, severity, duty tiers and response time | Signed support schedule |
| Maintenance | Notice, window, scope and SLA accounting | Maintenance schedule and record |
Incident classification for agreement
| Severity | Example impact | Agreement needed |
|---|---|---|
| P1 | Intake outage or widespread integrity risk | Incident duty, urgent channel and update cadence |
| P2 | Lost capability or blocked critical jobs | Mitigation and escalation |
| P3 | Localized fault with a workaround | Remediation scheduling and tracking |