Uptime and responses
- Arlo’s uptime target SLA is 99.9% minimum. Over the last three years, the SLA achieved was 99.99% over the calendar year.
- 24-hour bot support is available for all users from Arlo's chat bot, Artie, within the management platform and the Arlo Help Centre.
- Email support for all users with an 8-12 hour* first response time to emails
- Live chat support for users on the Enterprise service plan with a 4-6 hour* first response time to chat messages
*Our normal office hours are Monday - Friday (not including public holidays):
- Wellington, New Zealand 8:30 AM - 5:00 PM NZST
- London, UK 8:30 AM - 5:00 PM GMT
- Toronto, ON, Canada 8:30 AM - 5:00 PM EST/EDT
- Vancouver, BC, Canada 8:30 AM - 5:00 PM PST/PDT
Incident management
We classify incidents and therefore the resolution time to issues in the following way
| Severity | Classification Method - Impact: |
Expected Resolution Time |
| Minor | 10% of clients during business hours | 8 hours |
| Critical | 50% of clients during business hours | 2 hours |
| Major | 75% of clients during business hours | 1 hours |
Notifications
- In the event of an unscheduled outage or incident, we will communicate the details of the issues and expected resolution times via email (obtained during service sign up), and our Arlo Announcements forum.
- In the event of a major incident, your administrators will be updated every 2 hours.
- When communicating with you we will use the details provided by you during sign up.
- We do make incident reports available to our clients after a major incident.
Impact to service
While we endeavour to accommodate levels of traffic and load, if required, we will shut down and isolate any service that is impacting, or will impact, service level agreements. We will attempt to notify you prior to taking any action to shut down your service.