Service Level Agreement

Three standard Service Level Agreements are offered for our management services.

Phase 1 2 3 4 5
Service Levels

Level 1

  • Standard for Phase 1
  • Passive monitoring and alerting
  • Monday-Friday, 5 days/week, business hours coverage (8 a.m.– 5 p.m.)
  • 24-hour incident response
  • 48-hour critical escalation
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Level 2

  • Standard for Phase 2 and 3
  • Active monitoring and alerting
  • Monday-Friday, 5 days/week, business hours coverage (8 a.m.– 5 p.m.)
  • 8-hour incident response
  • 24-hour critical escalation
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Level 3

  • Standard for Phase 4 and 5
  • 24-Hour active monitoring, alerting and troubleshooting of critical servers and critical network devices(i.e. routers, switches, firewalls) monitoring and alerting
  • 24 hours a day x 7 days a week x 365 days per year
  • After hours escalation to on call engineers with automated call out on critical outages.
  • 2-hour incident response
  • 4-hour critical escalation
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Package Selection

Please note the Catalog selection options in the MSA-SLA Attachment B for the inclusion into the MSA- SLA document package. This selection is the basis for your Managed Services contract and all SLA’s and agreements are built around this option selection.

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