Service Level Agreement
Service Levels
We will provide the Support Services during the Service Availability Times at Service Levels that meet or exceed the Service Level Targets outlined in the table below:
| Service During Business Hours | Target Time Frame | Service Level Target |
|---|---|---|
| Ticket number issued to reported incident (must be to correct contact points by a registered contact) | 15 min | 99% |
| Work starts on normal priority and scheduled tickets | 4 hours | 90% |
| Return phone calls or chats | 1 hour | 95% |
| Work starts on critical priority incidents | 1 hour | 99% |
| Updated on critical priority incidents | 4 hours | 95% |
SLA is for customers with a MSP contract, support coupon customers will recieve best effort only.