In our commitment to providing top-tier support to our clients, we have established a Service Level Agreement (SLA) that categorizes and prioritizes tickets based on urgency and impact. This framework ensures that our clients receive timely and effective solutions to their issues.
First Response Time: 30 minutes
Completion Time: 2 hours
Criteria: Service unavailability for a significant number of employees, severe functionality limitations, security breaches, or any issue with a critical impact on the client's business.
Examples: A complete service outage affecting a large portion of the workforce or a compromised account leading to unauthorized access to sensitive information.
First Response Time: 2 hours
Completion Time: 8 hours
Criteria: Issues that seriously impact business operations but may affect fewer users than urgent priorities.
Examples: Service unavailability for individual users or major functionality limitations for a service.
First Response Time: 4 hours
Completion Time: 36 hours
Criteria: General issues that do not fall under the urgent or high categories.
Examples: Minor functionality issues or routine service inquiries.
First Response Time: 16 hours
Completion Time: 7 days
Criteria: Minor inquiries, change requests, or maintenance requests that do not disrupt service.
Examples: Consultations, non-urgent change requests, or
scheduled maintenance tasks.
The time indicated takes into account the company's working schedule from 8am to 5pm eastern time. The time required to wait for a response from a client or for some actions to be taken on his part is not included in the SLA.
Our SLA includes specific follow-up and closure plans to ensure that tickets are addressed in a timely manner. This includes automated reminders, calls, and human reminders for pending tickets, as well as closure protocols for tickets awaiting resolution.
Please note that the actual SLA may include more detailed terms and conditions specific to client agreements and service offerings.