Integrated services for your business.
Select a service area to explore its capabilities. Data centers, networking and physical security appear in the outer ring.
Service Level Agreements (SLAs)Part of our integrated service offering
Service Level Agreements (SLAs)
A service level agreement defines what is covered, the expected performance and how both parties will measure and review it.
← Back to parent serviceWhat your SLA covers
- Covered systems and locations, and service hours.
- Reporting channels, responsibilities and the escalation path.
- Response, restoration and resolution targets by ticket priority.
- Performance measures, reporting, review procedures, exclusions and scheduled maintenance.
Response and resolution times
Response time is the target for starting work on a ticket. Resolution time is the target for fixing the underlying problem. A temporary workaround may restore service before the permanent fix is complete.
Ticket priorities
- Critical: an essential service outage or widespread business impact.
- High: significant degradation or partial failure that disrupts operations.
- Medium: limited impact with continued operation or a workaround available.
- Low: a query or request that does not interrupt service.
L1, L2 and L3 are support tiers, while ticket priority reflects business impact and urgency. Service hours, target times and availability commitments are defined in each customer’s signed agreement.
Let’s talk about your technology needs.
Tell us what you need to achieve, and we’ll help you plan the next step.