Understanding Your SLA
What our SLA covers, response time tiers, escalation paths, and how we measure performance.
Response Time Tiers
Critical (business down): 15-minute response, 2-hour on-site. High (major impact): 30-minute response, 4-hour resolution target. Medium (limited impact): 1-hour response, 8-hour resolution target. Low (minor/request): 4-hour response, next business day resolution.
What Counts as Response Time
Response time is measured from when the ticket is created to when a technician acknowledges the issue and begins working. This is not the same as resolution time — resolution depends on the complexity of the issue.
Escalation Path
If your issue isn't resolved within the SLA target, it automatically escalates: first to a senior engineer, then to the team lead, then to the operations director. You can also request manual escalation at any time.
Monthly Reporting
Each month, you receive an SLA compliance report in the client portal showing response times, resolution times, ticket volume, and trends. We review these during quarterly business reviews.
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Still Need Help?
Our support team is here to help. Submit a ticket through the client portal or call us directly.