Our SLAs
How we guarantee quality and timely IT support.
When it comes to IT support, having a clear understanding of the level of service and support you can expect to receive is crucial.
Enter the Service Level Agreement (SLA) - a document that outlines the specific services, response times, and processes for resolving issues that you can expect from us as your managed IT support provider. In addition to serving as a framework for communication between the IT support provider and the business partner, SLAs provide a measurable way to evaluate the provider's performance.
Priority | Issue
Response
Resolution
Escalation
1 | Critical Emergency
Service not available for all users and functions unavailable.
Technician Assigned Within 15 Minutes
8 Hours
1 Hour
2 | High
Limited degradation of service, a limited number of users or functions affected, the business process can continue.
Technician Assigned Within 1 Hour
16 Hours
4 Hours
3 | Normal
Small service degradation, the business process can continue, one user affected.
Technician Assigned Within 4 Hour
5 Days
8 Hours
4 | low priority
Maintenance needed, no noticeable degradation to any users.
Technician Assigned Within 8 Hours
10 Days
16 Hours
What do SLAs look like in the real world?
Scenario 1
An afternoon severe storm results in a city-wide power outage, causing the primary server to go offline. All users are unable to access critical services.
NOC Response
Our monitoring team recognizes the outage at 3:30 PM and immediately contacts the IT Director. Technicians are immediately dispatched to restore server power and verify systems. A cloud-based backup system is temporarily enabled to restore limited functionality. By 4:50 PM, the server is restored, and services are fully operational.
Scenario 2
Your staff report that they cannot access a shared drive used for work orders, but the rest of the network is functioning properly.
NOC Response
The issue is reported to our helpdesk at 2:00 PM, and our team response at 2:45 PM. After identifying a corrupted configuration on the shared drive, we implement a fix remotely, while keeping your team apprised of the situation. By 4:45 PM, the shared drive is repaired, and employees regain access to their files.
Scenario 3
One of your HR staff is unable to log into payroll software. All other employees and services are unaffected.
NOC Response
The issue is reported via our support portal at 8:40 AM, and our helpdesk responds with a phone call at 11:50 AM. The login issue is identified as a password reset problem, and our expert technician provides remote support to reset the password and verify access. By 12:05 PM, the employee regains access to the payroll system.
