SERVICE LEVEL AGREEMENT
We are a Shared Services business model, which means you are sharing our team with the rest of our clients.
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This is great news for you since you do not have to invest huge amounts of money and time to build out and manage your own internal IT team, but it means that we cannot offer immediate support for you 100% of the time. We wish we could, but we would need to charge 10x the price!
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Instead, we know that one of the easiest ways to deliver on our promise is to provide FAST and RELIABLE support when you need it most.
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So to keep things fair, we categorize all issues into PRIORITIES and work them in order. This means that when you have a CRITICAL issue – we can work on it SUPER quick by taking a little longer to work on your lower-priority tasks.
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Here are the times we aim for in each PRIORITY based on the Support Plan:
You can send in as many IT service requests as you like for items included in your plan!​​
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If something is not included, we classify the request as a project and it will be billable. All projects will require approval before any work is started!
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The response times above apply to in-scope requests for Remote Support and Onsite Service. Projects are excluded. Due to the variables outside our control, we cannot guarantee a resolution time, but we can guarantee we will go above and beyond for you – every single time.
