Add SLA policy (#2741)

* Create a nicer editor experience.

* Add SLA policy.

* Make updates per live chat.

* Update docs.js

* Refine SLO

---------

Co-authored-by: Zach Goldberg <[email protected]>
Co-authored-by: Zach Goldberg <[email protected]>

Author: josh-padnick

docs/slo-policy.md

@@ -0,0 +1,71 @@
+---
+toc_max_heading_level: 2
+---
+
+# Service Level Objective (SLO) Policy
+
+We are committed to providing reliable, high-quality services to our customers. 
+
+## Incident Classification & Response Times
+
+| Severity | Definition | Response Time | Resolution Time | Communication |
+|----------|------------|---------------|-----------------|---------------|
+| **Severity 1 (Critical)** | Complete service outage or critical functionality unavailable affecting multiple customers | 30 minutes | 4 hours | Immediate notification via email |
+| **Severity 2 (High)** | Significant degradation of service or critical functionality unavailable for a subset of customers | 1 hour | 8 hours | Notification via email upon resolution |
+| **Severity 3 (Medium)** | Minor service degradation or non-critical functionality unavailable | 4 hours | 24 hours | As needed |
+| **Severity 4 (Low)** | Cosmetic issues or minor bugs with workarounds available | 1 business day | Best effort | As needed |
+
+## Incident Detection Procedures
+
+We've set up several systems to identify incidents:
+
+- **Real-time Monitoring**: We have observability and monitoring on our core infrastructure.
+- **Error Tracking**: We use tools like Sentry to aggregate and produce notifications of errors.
+- **Support Monitoring**: Our team watches support channels during business hours to catch issues you report.
+
+## Communication & Transparency
+
+### When Things Go Wrong
+
+Here's what you can expect from us during an incident:
+
+1. **First Update** (within our response time)
+   - We've found the problem and are working on it
+   - How bad it is and who's affected
+   - When you'll hear from us next
+2. **Regular Updates**
+   - What's happening right now
+   - What we're doing to fix it
+   - Updated timeline if things change
+3. **All Clear**
+   - Everything is back to normal
+   - Quick summary of what happened
+   - We'll do a full review and share lessons learned
+
+### After We Fix It
+
+For serious incidents (Severity 1 & 2), we'll create a Root Cause Analysis that, upon request, will be shared with customers, including:
+
+- **What Happened**: Step-by-step timeline of the incident
+- **Who Was Affected**: How many customers and what services were impacted
+- **Root Cause**: What actually caused the problem
+- **How We'll Prevent It**: Specific steps we're taking to avoid this happening again
+- **Lessons Learned**: What worked well and what we'll do better next time
+
+## What's Not Covered
+
+This SLO doesn't apply to:
+
+- Beta or preview features (they're still experimental)
+- Scheduled maintenance 
+- Issues outside our control (internet outages, AWS problems, etc.)
+- Problems you caused (wrong configuration, hitting rate limits, etc.)
+- Third-party service failures
+
+## Need Help?
+
+Here's how to reach us:
+
+- **Support Portal**: [support.gruntwork.io](https://support.gruntwork.io) - Submit tickets and track issues
+- **Email**: [email protected] - Direct email support
+- **Slack**: Customer-specific channels (where available) - Real-time chat with our team

sidebars/docs.js

@@ -81,6 +81,11 @@ const sidebar = [
     type: "doc",
     id: "support",
   },
+  {
+    label: "SLO Policy",
+    type: "doc",
+    id: "slo-policy",
+  },
   {
     value: "Getting Started",
     type: "html",

tsconfig.json

@@ -5,4 +5,4 @@
     "baseUrl": ".",
     "types": ["jest", "node"]
   }
-}
+}