{
  "title": "クリティカル業務には99.95%稼働率と30分以内のP1応答を適用する",
  "subtitle": "Cloud Ledger SLA v4.0 · effective 2026-10-01",
  "service": "Northstar Cloud Ledger",
  "measurementWindow": "暦月・UTC集計",
  "tiers": [
    { "id": "TIER-STANDARD", "name": "Standard", "availabilityPercent": 99.5, "p1ResponseMinutes": 120, "p2ResponseMinutes": 360, "supportHours": "平日 09:00–17:00 local", "supportRoute": "Support portal", "creditCapPercent": 5, "exclusions": "顧客側設定、予定保守、不可抗力による停止は稼働率から除く。" },
    { "id": "TIER-BUSINESS", "name": "Business", "availabilityPercent": 99.9, "p1ResponseMinutes": 60, "p2ResponseMinutes": 240, "supportHours": "24×5 · local business days", "supportRoute": "Priority queue + phone", "creditCapPercent": 10, "exclusions": "予定保守は72時間前告知を条件に計測対象外。顧客起因の停止を除く。" },
    { "id": "TIER-CRITICAL", "name": "Critical", "availabilityPercent": 99.95, "p1ResponseMinutes": 30, "p2ResponseMinutes": 120, "supportHours": "24×7 · all regions", "supportRoute": "Named duty manager bridge", "creditCapPercent": 15, "exclusions": "合意済み保守枠と利用規約違反による停止を対象外とする。" }
  ]
}