SLA
Our Service Level Approach
Transparent response tiers that mirror how mission-critical environments actually operate.
Response tiers
Clear expectations at every level
Tier 1 · Remote
Routine issues handled remotely, typically same business day.
- Password resets
- Software & email
- Account setup
- Basic troubleshooting
Tier 2 · Onsite
Onsite technician dispatched within a defined window for issues that can’t be resolved remotely.
- Hardware faults
- Network & switches
- Cabling
- Peripherals
Tier 3 · Critical
Emergency response for incidents critical to core operations or security.
- Server outage
- Firewall failure
- Internet outage
- Security incidents
Specific response and resolution targets are defined per engagement and documented in your service agreement.
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