Service Level Agreement
Overview
Our Service Level Agreement (SLA) ensures reliable, efficient, and timely IT support, tailored to meet your business needs. We define clear performance standards and response times for different priority levels to maintain optimal IT operations.
SLA Priority Levels
1. Critical (P1)
- Definition: Issues causing complete work stoppage or significant business impact.
- Response Time: Within 15 minutes
- Resolution Time: Within 2 hours
2. High (P2)
- Definition: Issues causing partial work stoppage or major impact on business operations.
- Response Time: Within 30 minutes
- Resolution Time: Within 4 hours
3. Medium (P3)
- Definition: Issues affecting individual users or minor disruptions to business operations.
- Response Time: Within 1 hour
- Resolution Time: Within 8 hours
4. Low (P4)
- Definition: Minor issues or requests that do not impact immediate business operations.
- Response Time: Within 4 hours
- Resolution Time: Within 24 hours
Key Components
Uptime Guarantee: Commitment to maintaining a specified level of uptime for critical services.
Performance Metrics: Regular monitoring and reporting of key performance indicators (KPIs) to ensure service quality.
Escalation Procedures: Defined steps for escalating unresolved issues to higher support levels for quick resolution.
Review and Updates: Regular reviews and updates of the SLA to align with evolving business needs and technology changes.
Benefits
Reliable IT Support: Ensures your IT issues are addressed promptly and effectively.
Clear Expectations: Defined response and resolution times for different types of issues.
Enhanced Productivity: Minimizes downtime and disruptions to your business operations.
By adhering to our SLA*, we ensure that your IT infrastructure is always running smoothly, allowing you to focus on your business growth and success.
*Note: Please note that the SLA may vary depending on the terms specified in the contract agreement for the requested service.