Our SLA may be the most comprehensive in the our industry. It spells out the high standards of our signature Ultimate Managed ServicesTM product. And its unmatched 1,000% credit guarantee demonstrates our commitment to excellence.
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UPTIME |
NETWORK UPTIME |
100% |
---|---|---|
POWER UPTIME |
100% |
|
SAN STORAGE UPTIME |
100% |
|
DIRECT ATTACHED STORAGE UPTIME |
99.9% |
|
BLOCK STORAGE UPTIME |
99.9% |
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SUPPORT |
HELP DESK PHONE CALL RESPONSEAll calls answered within seconds by a live technician – within No operators. No hold times. No automation. |
60seconds |
---|---|---|
FIRST RESPONSE TO SUPPORT TICKET
|
1hour |
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DEPLOYMENT |
DEDICATED SERVER DEPLOYMENT |
3hours |
---|---|---|
CLOUD SERVER DEPLOYMENT |
5minutes |
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HELP DESK |
PRIORITY 1CRITICALSystem down or many of parties affected |
1. Open multiparty bridge communications to determine exact nature, impact and possible solutions to reported issue |
Immediate |
---|---|---|---|
2. Escalate to senior staff within |
1hour |
||
3. Make real time updates to Customer from senior staff until issue is resolved |
Continuous |
||
PRIORITY 2NON-CRITICALFew people substantially affected or system not functionally impaired |
Expect response within |
4hours |
|
PRIORITY 3SCHEDULED REQUESTSAs scheduled with Customer |
For work orders based on schedules requested by Customer or recommended by us. Expect responses |
On Time |
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ESCALATION PATH |
|
---|---|
PRIORITY 1CRITICAL ISSUESEscalated when technician taking the call has not been trained to resolve the issue, within |
30minutes |
PRIORITY 2NON-CRITICAL ISSUESEscalated within |
12hours |
PRIORITY 3SCHEDULED MAINTENANCEAs scheduled with Customer. Expect response |
On Time |
ESCALATION MATRIXFull matrix agreed on at signing of contract |
As Agreed |
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DISASTER RECOVERY |
BACKUP RECOVERY |
Commencement of onsite data restores, within |
30minutes |
---|---|---|---|
Completion of direct attached data restore after commencement, depending on data size |
30minutes |
||
Completion of SAN based data restore after commencement |
30minutes |
||
RECOVERY POINT OBJECTIVES |
Standard backups |
24hours |
|
Standard backup retention periods, as high as |
7YEARS |
||
SAN snapshots, as low as |
1minute |
||
RECOVERY TIME OBJECTIVES |
High availability single site, depending on service, as low as |
5seconds |
|
Multi-site failures, depending on service |
3minutes |
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PROACTIVE SUPPORT |
NOC MONITORINGProactive detection and resolution of issues, whether or not you call us about them |
24x7x365 |
---|---|---|
PATCH MANAGEMENTScheduled and requires no request from Customer |
Monthly |
|
PATCHES OF ZERO DAY VULNERABILITIESMade from time we detect them, within |
8hours |
|
HARDWARE REPLACEMENT TIMEFailed hardware replaced with spares stored in inventory as part of our service package. |
3hours |
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GUARANTEE |
ULTIMATE SLA GUARANTEE™You receive a credit of 10 FREE MINUTES for every MINUTE of system downtime on your end for which we are responsible. That’s a restitution of 1,000%. |
1,000% |
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Have Questions? Ready to Sign Up?
Call Us at 877-756-1500