Service Level Agreements

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

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

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