# Operating terms are written for each engagement\.

- Page ID: `service-levels`
- Canonical human URL: https://my-platform-site.kyosls.workers.dev/en/service-levels/
- Content revision: 2026-09-02
- Intended audience: Broker platform owners, operations leaders and MT4/MT5 engineers.
  - Source: https://my-platform-site.kyosls.workers.dev/en/#ownership

## Summary

Define the service window, targets and handover terms; this page does not publish a blanket SLA, 24/7 promise, staffing guarantee or resolution guarantee.

Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#overview

## Definitions used in an agreement

The applicable agreement supplies the actual timezone, hours and targets.

### Business day and service window

A business day follows the stated calendar and timezone. The service window is the period in which a response target applies.

### Acknowledgement and response

Acknowledgement confirms receipt. A response states that a named person has reviewed the issue, the next action and the next update time.

### Mitigation and workaround

Mitigation reduces impact; a workaround restores an acceptable path without necessarily removing the root cause.

### Resolution

Resolution means the agreed acceptance criteria are met. It is not interchangeable with acknowledgement, response or mitigation.

### Severity

Severity is assigned by agreed impact and urgency criteria, not by message channel or requester title.

### Third-party dependency and planned maintenance

Dependencies and maintenance windows are recorded with their effect on targets and communication.

Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#definitions

## Coverage and targets

The agreement defines the service window, business timezone, acknowledgement and response targets, severity criteria, escalation path and exclusions. Anything outside that scope requires a separate agreement.

- A response does not mean resolution, and no resolution time is guaranteed unless the agreement explicitly says so.
- 24/7 coverage and named staffing are not defaults.

Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#coverage

## Typical exclusions

The final exclusion list is written into the applicable agreement.

- Third-party product repair and vendor-controlled service availability
- Trading decisions, strategy, pricing and commercial risk settings
- Platform uptime or outcomes outside the agreed scope and dependencies

Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#exclusions

## End of engagement

The notice period and handover arrangements are defined in the applicable agreement. At the end of the engagement, agreed reports, runbooks, source code and client-specific tooling remain in the client's repository; third-party components remain subject to their licence terms.

Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#termination

## Verified facts

- [no-blanket-sla] TICKSTACK does not publish a blanket SLA, 24/7 promise, staffing guarantee or resolution guarantee.
  - Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#overview
- [agreement-governs] Final service terms are governed by the applicable agreement.
  - Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#coverage
- [handover] Agreed reports, runbooks, source code and client-specific tooling remain in the client's repository at the end of the engagement.
  - Source: https://my-platform-site.kyosls.workers.dev/en/service-levels/#termination

Contact route: https://my-platform-site.kyosls.workers.dev/en/contact/