THE CHI NETWORKS ULTIMATE SLATM

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.

  • uptimeSLAUptime
  • supportSlaSupport
  • deploymentSLADeployment
  • Network Uptime 100%
  • Power Uptime 100%
  • SAN storage uptime 100%
  • Direct attached storage uptime 99.9%
  • Block storage uptime 99.9%
  • HELP DESK PHONE CALL RESPONSE
    All calls answered within seconds by a live technician – within No operators. No hold times. No automation.

    60 Seconds
  • First Response to support ticket 1 Hour
  • Dedicated Server Deployment 3 Hour
  • Cloud Server Deployment 5 Minutes

Help Desk

PRIORITY 1

CRITICAL : System down or many of parties affected.

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  • Open multiparty bridge communications to determine exact nature, impact and possible solutions to reported issue.

    Immediate
  • Escalate to senior staff within.

    1 Hour
  • Make 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
helpdeskSLA

Escalation Path

30 minutes
12 Hours
SCHEDULED MAINTENANCE

As scheduled with Customer. Expect response

On Time
Full matrix agreed on at signing of contract
As Agreed

Disaster Recovery

slaBackupRecoveryBackup 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
recoveryPointRecovery Point Objectives Recovery Point Objectives 24 Hours
Standard backup retention periods, as high as 7 Years
SAN snapshots, as low as 1 Minute
recoveryTime Recovery Time Objectives Standard backups 5 Seconds
Standard backup retention periods, as high as 3 minutes

Proactive Support

  • nocMonitoring

    NOC Monitoring

    24x7x365 Proactive detection and resolution of issues, whether or not you call us about them.

  • patchManagement

    Patch Management

    Monthly Scheduled and requires no request from Customer.

  • zeroVulnerability

    Patches of zero day Vulnerabilities

    Made from time we detect them, within 8 Hours.

  • hardwareReplacement

    Hardware Replacement Time

    Failed hardware replaced with spares stored in inventory as part of our service package in 3 Hours.

1,000%

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