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Enterprise IT Solutions & Microsoft Cloud ExpertiseServing Businesses Nationwide
Service Level Agreement
99.9% Uptime24/7 SupportSLA Credits Available
Our commitment to service excellence with measurable performance standards and guaranteed response times.
99.9%
Service Availability
15min
P1 Response Time
24/7
Critical Support
Response Time Commitments
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete service outage affecting all users | 15 minutes | 4 hours |
| P2 - High | Significant service degradation | 1 hour | 8 hours |
| P3 - Medium | Partial service impact, workaround available | 4 hours | 24 hours |
| P4 - Low | Minor issues, enhancement requests | 8 hours | 72 hours |
Service Availability Commitments
Managed Services Availability
99.9%
Monthly Uptime Target
≤ 43.8 minutes downtime/month
99.5%
Minimum Acceptable
≤ 3.6 hours downtime/month
Planned Maintenance
- Scheduled during agreed maintenance windows
- Minimum 48-hour advance notice for routine maintenance
- Emergency maintenance may be performed with 4-hour notice
- Planned maintenance excluded from availability calculations
SLA Credits and Remedies
Availability Credits
| Monthly Availability | Service Credit |
|---|---|
| 99.0% - 99.49% | 10% of monthly fees |
| 98.0% - 98.99% | 25% of monthly fees |
| Below 98.0% | 50% of monthly fees |
Response Time Credits
- P1 response > 30 minutes: 5% credit of monthly managed services fees
- P2 response > 2 hours: 3% credit of monthly managed services fees
- Multiple violations in same month: credits are cumulative up to 50%
Credit Request Process
SLA credits must be requested within 30 days of the incident. Credits will be applied to the following month's invoice. Credits are Client's sole remedy for SLA failures unless otherwise specified in the Master Service Agreement.
Monitoring and Reporting
24/7 Monitoring
- Continuous monitoring of all managed systems and services
- Automated alerting for service degradation or outages
- Proactive monitoring of performance metrics and capacity
- Real-time dashboard access for Client administrators
Monthly SLA Reports
- Detailed availability and performance metrics
- Incident summary with root cause analysis
- Response time performance against SLA targets
- Trend analysis and recommendations for improvement
SLA Exclusions
Important Notice
The following circumstances are excluded from SLA calculations and commitments:
- Scheduled maintenance performed during agreed maintenance windows
- Issues caused by Client's equipment, software, or network connectivity
- Third-party service provider outages (Internet, cloud providers, etc.)
- Force majeure events (natural disasters, power outages, etc.)
- Issues resulting from Client's failure to implement recommended updates
- Unauthorized changes made by Client or third parties
- Services not covered under the managed services agreement
SLA Version: 2.1 | Effective Date: January 1, 2025
Last Updated: January 2025 | Next Review: July 2025