Service continuity
ApplySG commits to providing reliable services through defined availability targets, SLAs, and recovery objectives. Find the SLA, RPO and RTO metrics and information below.
Service reliability
Availability
SLA: 99.5%
Including Downtime: 99%
Response Objectives
RTO/RPO: 24 hours
Service level agreement
ApplySG’s portals will follow the below Service Level Agreements. Our L2/Product team will tag the target resolution dates for each ticket created.
| Incident Severity Classification | Impact of Incident | Response Timeframe | Update Timeframe | Resolution Timeframe |
|---|---|---|---|---|
| Severity 1 (S1) | Incident affects all/most stakeholders of ApplySG/ ApplySG’s portals, impeding their usual usage / access of ApplySG/ ApplySG’s portals. | Within 30 mins from the receipt of the escalation of incident | Every 1 hour from the start of the escalation | Within 1 working day |
| Severity 2 (S2) | Incident affects specific group(s) of users of ApplySG/ ApplySG’s portals, affecting their usual usage / access of ApplySG/ ApplySG’s portals. | Within 30 mins from the receipt of the escalation of incident | Every 1 working day from the start of the escalation | Within 4 working days |
| Severity 3 (S3) | Incident affects limited user(s) of ApplySG/ ApplySG’s portals, affecting their usual usage / access of ApplySG/ ApplySG’s portals. | Within 30 mins from the receipt of the escalation of incident | Every 4 working days till closure | Within 7 working days |
| Query + Data Patch + Service Request | Incident does not impede stakeholders in the usage of ApplySG/ ApplySG’s portals. | N.A. | Every 4 working days till closure | Query: Target within 4 working days. Data Patch and SR: Case-by-case basis after Product/L3 assesses |
Business continuity plan (BCP)
ApplySG responsibilities
- ApplySG is responsible for communicating planned and unplanned service disruptions to affected agencies and external users.
- For unplanned incidents, ApplySG will notify affected agencies within 30 minutes of confirming the incident.
- ApplySG is responsible for meeting the platform-level Service Level Agreement (SLA), Recovery Time Objective (RTO), and Recovery Point Objective (RPO) in accordance with its service continuity commitments. These commitments are independent of any service-level RTO or RPO established by individual agencies for their own lifecycles.
- For Severity 1, 2, and 3 incidents, ApplySG will prepare a post-incident report. Affected agencies may request a copy of the report.
Agency responsibilities
- Agencies are responsible for developing, maintaining and regularly reviewing a Business Continuity Plan appropriate to the criticality of their lifecycles, and for ensuring that it is readily executable.
- Where appropriate, agencies should establish interim or manual operating procedures to maintain business continuity during planned or unplanned service disruptions.
- Agencies are responsible for validating the integrity and completeness of their lifecycle data following service restoration.
