EGAIN 99.9 Percent Production Uptime SLA (Base) | Cisco Support SLA — EGAIN-SBP-PRUT-L1

Maintain production continuity with a 99.9% uptime SLA for eGain environments backed by Cisco. This base service is built for organizations that need a formal availability commitment around customer-facing or internal workflows where downtime has direct operational cost. Rather than relying on informal support expectations, the SLA establishes a measurable service target that helps IT teams align support coverage with business requirements. For infrastructure and procurement leaders, the value is in predictability. A defined uptime commitment simplifies service planning, strengthens vendor accountability, and supports internal standards for critical application availability. It is especially relevant when eGain is part of a broader service stack that must remain accessible during business hours and across peak demand periods. This offering is best suited to teams that want a straightforward support contract without unnecessary complexity. It provides a clear baseline for production environments and helps justify the investment in higher-assurance service coverage where application availability matters. When uptime is tied to customer experience, case handling, or operational throughput, a formal SLA is often the difference between reactive support and controlled service management. Ideal For Production eGain deployments requiring formal uptime commitments Customer service environments where application availability affects response times IT teams standardizing support coverage for business-critical software Procurement programs that require documented service-level terms Why This Product 1 Defines a 99.9% uptime commitment instead of informal support expectations 2 Fits production eGain environments where availability affects operations 3 Backed by Cisco for vendor accountability and service clarity 4 Provides a base support structure for procurement and planning