Service LevelAgreement (SLA)
Our commitment to delivering reliable, responsive, and professional IT support. Clear expectations, measurable targets, and guaranteed performance.
15 min
Critical Response
99.9%
Uptime Target
24/7
Monitoring
Response & Resolution Targets
Our guaranteed response and resolution times based on incident priority.
| Priority Level | Response Time | Resolution Target | Example |
|---|---|---|---|
P1 – Critical | 15 minutes | 4 hours | Complete system outage, security breach |
P2 – High | 30 minutes | 8 hours | Major functionality impacted, server issues |
P3 – Medium | 2 hours | 24 hours | Partial service degradation, user issues |
P4 – Low | 4 hours | 48 hours | General inquiries, minor issues |
Priority Level Definitions
How we classify and prioritize incidents based on business impact.
P1 – Critical
Complete system outage affecting all users
Active security breach or data compromise
Mission-critical application failure
Complete network failure
P2 – High
Major functionality impaired for multiple users
Server or core infrastructure issues
Email system failure
Significant performance degradation
P3 – Medium
Single user or workstation issues
Non-critical application problems
Peripheral device failures
Minor performance issues
P4 – Low
General questions and inquiries
Feature requests
Documentation requests
Non-urgent changes
Escalation Matrix
Our structured escalation process ensures issues are addressed at the right level.
Level 1
Help Desk Technician
Initial diagnosis and resolution attempt
Level 2
Senior Engineer
Advanced troubleshooting and escalation
Level 3
Technical Lead
Expert intervention and resource allocation
Level 4
Operations Manager
Management involvement and vendor escalation
✓ Included in AMC Scope
24/7 remote monitoring and alerting
Help desk support (phone, email, remote)
On-site support (within coverage area)
Server and network administration
Patch management and updates
Backup monitoring and verification
Security monitoring and response
Monthly health reports
✗ Not Included in AMC Scope
Hardware procurement and costs
Software licensing fees
Third-party vendor support fees
Infrastructure cabling and electrical work
Projects outside agreed scope
Recovery from user-caused data loss
Support for unauthorized software
Services outside business hours (unless agreed)
Incident Lifecycle
Every incident follows a structured process to ensure proper resolution.
Detection
Issue identified via monitoring or user report
Logging
Ticket created with priority assignment
Diagnosis
Root cause analysis and investigation
Resolution
Fix implemented and verified
Closure
User confirmation and documentation
Performance Metrics
Our current performance against SLA targets.
99.8%
First Response Time
97.2%
Resolution Time
98.5%
Customer Satisfaction
99.95%
System Uptime
78%
First Call Resolution
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