Service Level Agreement (SLA)

The following table shows the Guaranteed Response times for each priority level and provides priority level examples.

Guaranteed Response Time Exclusions:

Additions, moves or changes to users, devices, configurations or network
Issues lodged incorrectly or not per your MSP Agreement
Issues lodged outside our Business Hours
Items caused by Hardware or Software not meeting our Minimum Standards
Service Requests related to Software not on our Recommended Technology Platform
Service Requests for issues that have been caused by you not acting on our advice
Service Requests for issues caused by you or a third party modifying any Hardware or Software
Service Requests for user-initiated Virus and Malware Infections
Service Requests involving the sourcing of hardware/software
Service Requests for Hardware and Software that are not under current warranty or maintenance coverage