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May i get your full SLA documentation instead of just 99.9% up. For example, response TAT toward trouble ticket, dedicated support and so on.
For example: http://tinyurl.com/oj2ue4h
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I'm also interested in more details about the SLA, if you could follow up with this that would be excellent.
DO, please write down your SLA just like Amazon does, https://aws.amazon.com/ec2/sla/