Service Level Commitment

Plain-English summary of how we respond and communicate when you need help.

Support Hours

Business Hours: Mon-Fri, 9:00 a.m.-5:30 p.m. ET (excluding observed holidays). Critical incidents are eligible for 24×7 response.

How to Request Help

Open a ticket via portal, email, or phone. SLA timers start when a ticket is created through these channels.

Priority Levels & Target Response
Priority Example Response Target Typical Resolution Goal*
P1 - Critical Server/network outage; ransomware Within 1 hour (24×7) Stabilize ASAP (often ≤ 4 hrs)
P2 - High Many users affected; major degradation Within 2 business hours Same business day
P3 - Medium Single user or non‑critical function Within 4 business hours 1-2 business days
P4 - Low Minor issue or scheduled request By next business day 2-5 business days

*Resolution times are targets, not guarantees; complex issues may require vendor parts or extended investigation.

Planned Maintenance

We schedule disruptive maintenance outside business hours whenever possible and coordinate changes with advance notice.

Escalation Path

Service Desk → Senior Engineer → Management/Vendor. P1 issues escalate immediately; others escalate if not progressing.