Service Level Agreement

Introduction

This Service Level Agreement (SLA) outlines the expected level of service between the Managed Service Provider (MSP) and the client. 

Service Times

Main Service Times

• Days: Monday through Friday

• Hours: 6:00 am - 5:00 pm Arizona Time (AZ)

These are our standard business hours during which all routine maintenance, monitoring, and service support will occur.

After-hours Service Times

• • • Days: Monday through Friday, Saturdays and Sundays

    • Hours: Monday through Friday: 5:00 pm - 10:00 pm AZ; Saturdays and Sundays: 8:00 am - 5:00 pm AZ

After-hours service is available for emergencies and critical issues that require immediate attention.

Pre-Approved Maintenance Windows

• Days: Monday through Friday, Saturdays and Sundays

• Hours: Monday through Friday: 8:00 pm - 6:00 am AZ; Saturdays and Sundays: Any Time

These are the windows during which we may conduct maintenance activities that could potentially impact service availability. Clients will be notified in advance of such maintenance.

Incident Triage Matrix

Critical Severity:

• Response Time: 1 Hour

• Resolution Plan: 4 Hours

• Resolution Time: Continuous Effort*

Notes: Applies to critical issues like network downtime or security breaches.

Normal Severity:

• Response Time: 1 Day

• Resolution Time: 4 Days

Notes: For issues with moderate impact, such as performance degradation.

Low Severity:

• Response Time: 1 Days

• Resolution Time: As per IT Project timeline

Notes: For low-impact issues, like minor updates or feature requests.

Clarifications:

• Response Time: Time to acknowledge the support ticket.

• Resolution Plan: Time to deliver a plan for resolving the issue.

• Resolution Time: Time to resolve the issue.

* Continuous Effort: For critical issues, resolution efforts will be prioritized during main service times (6:00 am to 5:00 pm AZ).
Emergency After-Hours Service rates apply if work is requested to continue after hours.

Rates

Standard Rate

• • • The standard hourly rate will be defined in the contractual agreement and is applicable during Main Service Times.

After-Hours Rates

• • • For services rendered outside of Main Service Times, the rate will be "Standard Rate x 1.5".

Additional Provisions

• • • Free Site Dispatch: One free site dispatch per month is available for critical issues.

    • Quarterly Maintenance: Firmware updates and configuration backups are part of our standard quarterly maintenance for all devices.