Service Level Agreements (SLAs)
Service Level Agreement refers to the agreed-upon level of service and response time between the service provider and the client.
Every business is unique and so are the technical issues that emerge at any point, and can halt the operations. The urgency of issues and the required support vary in every case. To mitigate these potential risks, we have curated our SLAs to bring ease into the life of your business, giving you the freedom to select what works best for your business needs.
How does a tailored SLA help you?
Our SLAs serve as a foundation for our commitment to customer needs, delivering effective support and maintaining a high level of customer satisfaction. We work closely with our clients to curate personalized agreements that include key performance indicators, time-bound responses, and resolution of inquiries. Our customer stays our guiding principle when we design all our agreements which means they receive:
Our Special SLAs
SLA 4 Hours to Site
- We ensure swift on-site presence within a maximum of four hours.
- Designed to tackle urgent and critical issues.
- Serves P1 (priority one) incidents with high financial impact.
- Response time is optimized to minimize downtime and swiftly restore your network to peak performance
SLA 6 Hours to Site
- We commit to delivering our technical team within the timeframe of 6 hours.
- This SLA also serves the critical issues best.
- P1 tickets are assigned
- Prompt efforts to minimize the downtime.
SLA 8 Hours to Site
- Our on-site assistance reaches you within 8 hours.
- Recommended for situations with moderate impact.
- P2 tickets are assigned.
- Timely response restores the network quickly.
SLA 12 Hours to Site
- We ensure swift on-site presence within a maximum of twelve hours.
- Related to the priority 3 moderate issues.
- Support level is offered based on your needs.
- Guarantees minimum downtime.
SLA 24 Hours to Site
- Our support is guaranteed within a timeframe of 24 hours.
- Suitable for situations with low impact on uptime.
- Support level (L1-L4) is offered based on your needs.
- We assign P3 tickets and organize the activity considering your comfort.
SLA 48 Hours to Site
- We commit to respond to your interventions within 48 hours.
- Offered for non-urgent interventions.
- Maintenance is scheduled considering your ease.
- Guaranteed minimum downtime.
SLA 72 Hours to Site
- We ensure on-site presence within a maximum of 72 hours.
- Serves non-urgent maintenance or upgrade.
- Offers flexibility for unique deployment requirements.
- Guarantees resolution of the issues.