Service Level Agreement

*Response times reflect the maximum times and will not exceed the times shown above, which reflect industry standards. Resolution times may vary depending on multiple factors, but in most cases, incidents are resolved in a shorter amount of time.

During after-hours, our Network Operations Center is always ready to respond and fix any critical issues that may occur. For emergency and critical issues that need to be resolve immediately, please call our Support Hotline (+1 877 350 3300).

• P1 – Multiuser, no workaround
  – Directly affects the company or end user and identified to be critical to the business.
  Example: Production Server down
• P2 – Multiuser with workaround
  – Describes a situation where production system(s) down or severely degraded, impacting significant aspects of business operations.
  Example: Wireless down, wired LAN is still available
• P3 – Single user, no workaround
  – Describes a situation where an individual’s PC or end-user service is impacted or a production system(s) is degraded.
  Example: Laptop display not working
• P4 – Single user, workaround available
  – Affects a user or site with low business impact and is non-urgent. Non-critical, with no critical time dependencies.
  Example: Inability to print
• P5 – Request
  – These all requests for new hardware, software, or access.
  Example: Software installation request

• Business Hours 8 AM to 5 PM local time zones Monday through Friday excluding holidays.
• After Hours Support 6 PM to 8 AM weekdays and 24/7 weekend support provided by our Network Operations Center (NOC).

In case we might get this wrong and fail to fully understand the severity and scope of the reported issue, please let us know if you believe any issue should be on a different priority level and our support team will review and if necessary adjust accordingly.

• Implementation of products or delivery of services not listed on this SLA.
• Cost of any software, licensing, or software renewal or upgrade fees of any kind.
• Cost of any 3rd party vendor or manufacturer support or incident fees of any kind.
• Evaluation of Client’s current practices, policies and procedures for the purposes of performance improvement.
• Use of the Equipment for a purpose for which it was not designed.
• Damage caused by viruses, spyware or lack of firewall and basic system protection measures.
• Training service of any kind.
• Service interruptions, deficiencies, degradations or delays due to any access lines, cabling or equipment provided by third parties.
• Service and repair made necessary by the repair, alteration or modification of equipment covered by this SLA, other than that authorized by us or an authorized service provider.
• Repairs, alterations, software installations or modifications of equipment made by employees or representatives of Client.
• Recoveries of any software, data, file structures, or file security due to a crashed hard drive.
• Maintenance of applications software packages, whether acquired from us or any other source.
• Programming (modification of software code) and program (software) maintenance.
• Periods of scheduled maintenance and required repairs.
• Causes beyond our control.
• Downtimes that occur as a result of power or heat issues.
• Causes that are not reasonably foreseeable, including but not limited to, interruption or failure of telecommunications links or Internet slow-downs or failures.
• 3rd party patches to Client’s Network or patches to applications.
• Out-of-date Client contact information.
• Any major changes, such as a version upgrade or complete reinstallation in operating system or Microsoft application such as SQL or Exchange.
• Any major change such as a version upgrade or replacement in major application such as ERP or Accounting Systems.
• Activities related to any lawsuit, legal inquiry, e-discovery or other unforeseen request.