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Engagement Models · 02 of 3

Service Levels

Reference SLAs, how an incident flows and coverage options.

SRE & Observability Stack
01

Reference SLAs

From NGT's service-based model. Each figure can be adjusted to your needs.

SeverityDefinitionResponseResolution
P1 · CriticalProduction down, no workaround; or financial closing affected30 minutes4 hours
P2 · HighProduction degraded with a workaround; or critical non-production down4 working hours1 working day
P3 · MediumNon-critical degradation or one function failing1 business day3 business days
P4 · LowMinimal impact, not time-sensitive3 business days5 business days
References, Not Limits

Coverage hours, response times and the business calendar are set in each contract.

02

How an Incident Flows

From alarm to lesson learned, on the observability stack NGT runs.

  • DetectAn alarm or a ticket; alarms reach a channel with a first-action runbook line.
  • ClassifyP1 to P4 against the agreed definitions; the SLA clock starts.
  • Respond and resolveOn-call engineers, with your SREs where you have them, using playbooks.
  • LearnA blameless post-mortem; the runbook updated so the next one is faster.
SRE & Observability Stack
metricslogstracespagefixes ship as codeServicesCollectStore · querySee · decideRespond · learnKubernetesmicroservicesServerlessfunctionsVMs · databasescloud or on premisesOTel Collectorenrich · offloadPrometheusmetricsLokilogsTempotracesGrafanaone viewSLOserror budgetsReliability reportsper serviceAlert rulesburn rateGroup · escalateless noiseOn-callshared rotationIncident commandroles · updatesRunbookfix · failoverPost-mortemblamelessImproveautomate · capacity · chaos

Point at a component to light its links; select it for what it does here and the practice that makes it right.

Point at a component to see what it does; select it for the best practice.Open the architecture
03

Coverage Options (FPT Software Managed Services)

Company-wide FPT Software options. An NGT engagement's coverage is agreed per contract.

SourcesNGT Cloud, DevOps and AI Service Offerings v2.0 (Mar 2025)NGT Cloud, DevOps and AI Service Offerings v3.2 (Jul 2026)FHN.NGT Experience Day (Dec 2025)Cloud/DevOps/SRE Service Offerings (Sep 2026)NGT Azure Service Offering v1.0 (Dec 2024)FPT Software AWS Cloud Journey Service Offering v3 (managed-service options)NGT DevSecOps Service Offering (Jan 2025)