Our SLA spells out the industry-high standards of our signature Ultimate Managed ServicesTM product. Furthermore, its unmatched 1,000% credit guarantee backs up our commitment to outstanding service and security.
Uptime
Support
DeploymentHELP DESK PHONE CALL RESPONSE
All calls answered within seconds by a live
technician – within No operators. No hold times. No automation.
Open multiparty bridge communications to determine exact nature, impact and possible solutions to reported issue.
ImmediateEscalate to senior staff within.
1 HourMake real time updates to Customer from senior staff until issue is resolved.
Continuous
Expect response within
4 Hours
For work orders based on schedules requested by Customer or recommended by us. Expect responses
On Time
| 30 minutes | ||
| 12 Hours | ||
SCHEDULED MAINTENANCEAs scheduled with Customer. Expect response |
On Time | |
Full matrix agreed on at signing of contract |
As Agreed |
 Backup Recovery
|
Commencement of onsite data restores, within. | 30 minutes |
| Completion of direct attached data restore after commencement, depending on data size. | 30 minutes | |
| Completion of SAN based data restore after commencement. | 30 minutes | |
 Recovery Point
Objectives |
Recovery Point Objectives | 24 Hours |
| Standard backup retention periods, as high as | 7 Years | |
| SAN snapshots, as low as | 1 Minute | |
 Recovery Time
Objectives |
Standard backups | 5 Seconds |
| Standard backup retention periods, as high as | 3 minutes |
24x7x365 Proactive detection and resolution of issues, whether or not you call us about them.
Monthly Scheduled and requires no request from Customer.
Made from time we detect them, within 8 Hours.
Failed hardware replaced with spares stored in inventory as part of our service package in 3 Hours.
| 1,000% |
Have Questions? Ready to Sign Up?
Call Us at +1(877)756-1500
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