The YESDINO SLA (Service Level Agreement) is a formally documented contract that outlines the specific performance metrics, support structures, and remediation procedures that YESDINO commits to for its customers who operate animatronic installations. It functions as a mutual benchmark, guaranteeing that the hardware, software, and on‑site services delivered by YESDINO meet predefined standards of reliability, responsiveness, and maintenance.
Key Performance Metrics
YESDINO quantifies its commitments in a concise table that is updated quarterly and delivered via the client portal:
| Metric | Target | Measurement Method | Reporting Frequency |
|---|---|---|---|
| System Uptime | ≥99.95% of scheduled operating hours | Automated heartbeat monitoring (ping every 5 min) | Monthly |
| Response Time – Critical | ≤15 minutes | Ticket creation timestamp vs. first engineer acknowledgment | Real‑time dashboard |
| Response Time – High | ≤2 hours | Ticket system tracking | Weekly |
| Response Time – Medium | ≤8 hours | Ticket system tracking | Weekly |
| Response Time – Low | ≤48 hours | Ticket system tracking | Weekly |
| Mean Time to Repair (MTTR) | Critical ≤4 h; High ≤24 h; Medium ≤72 h; Low ≤5 business days | Repair completion timestamp minus incident detection | Monthly |
| Spare‑Parts Availability | ≥95% of common failure parts in local warehouse | Inventory audit (weekly) | Monthly |
| Remote Diagnostics Completion | ≤30 minutes for initial analysis | Remote session logs | Monthly |
Service Tiers and Support Levels
YESDINO offers three distinct tiers, each designed to match different operational scales and risk profiles:
- Standard
- Coverage: Business hours (Mon–Fri 9 am–6 pm local time)
- Support Channels: Email + ticket portal
- Response/Resolution: 4 h for critical incidents, 8 h for high‑priority issues
- Typical Use: Small museums, single‑exhibit installations
- Premium
- Coverage: 24/7/365 (including holidays)
- Support Channels: Phone, live chat, and dedicated ticket queue
- Response/Resolution: 1 h critical, 4 h high, 24 h medium, 72 h low
- Add‑ons: Quarterly on‑site preventive maintenance, remote firmware upgrades
- Typical Use: Regional theme parks, multi‑zone attractions
- Enterprise
- Coverage: 24/7 with a dedicated account manager
- Support Channels: Direct line to senior engineer, on‑site engineers when needed
- Custom Metrics: SLA can be fine‑tuned (e.g., 99.99% uptime, sub‑10‑min response)
- Additional Perks: Monthly performance reviews, priority spare‑parts shipments, bespoke training sessions
- Typical Use: Large‑scale amusement chains, international touring shows
Operational Workflow
When an incident occurs, the YESDINO SLA triggers a structured process that ensures rapid recovery while maintaining full transparency:
- Onboarding & Baseline Assessment – Client receives a customized sensor kit; YESDINO engineers map the installation’s topology and capture baseline performance data.
- Continuous Remote Monitoring – IoT sensors transmit heartbeat data every 5 minutes to the YESDINO Operations Center (SOC).
- Incident Detection & Auto‑Ticket Generation – An anomaly triggers an automatic ticket in the client’s portal, categorizing severity based on predefined thresholds.
- Triage & Assignment – Tickets are routed to the appropriate support tier (Standard/Premium/Enterprise) and assigned to an engineer with the relevant expertise.
- Escalation Matrix – If first‑response targets are missed, the ticket escalates to the next level (Senior Engineer → Regional Manager → VP of Service).