Core Coverage
Best for low-criticality patrol zones and staged adoption.
- Business-hours support lane
- Standard parts dispatch
- Monthly health review
Reliability Layer
Uptime backed by a swap pool
Security operations fail when downtime and service expectations are vague. EON swap-pool SLAs define response lanes, parts coverage, and escalation windows before go-live.
SLA tiers
Response Plus
For mixed-use campuses with tighter incident windows.
- Priority support and triage
- Faster swap replacement window
- Bi-weekly performance review
Mission Critical
For high-impact operations that need strict continuity controls.
- Escalation-first support model
- Dedicated swap allocation strategy
- Weekly operations governance review
SLA operating controls
Control 1: Incident category mapping
Every failure or degradation event is mapped to a severity lane with target response and communication requirements.
Control 2: Swap decision protocol
Pre-approved criteria determine when to dispatch replacement units versus local remediation.
Control 3: Evidence-linked postmortems
All critical incidents create evidence-linked RCA records and improvement actions for next-cycle review.
Control 4: Executive reliability dashboard
Leadership sees uptime trend, response adherence, and risk hotspots by site and robot class.