Ultimate SLA

This SLA may be the most comprehensive in our industry. It spells out the high standards we set for ourselves and our signature Ultimate Managed Services™ product. And its 1,000% credit guarantee demonstrates our commitment to excellence.

 

uptime

 

UPTIME

NETWORK UPTIME

100%

POWER UPTIME

100%

SAN STORAGE UPTIME

100%

DIRECT ATTACHED STORAGE UPTIME

99.9%

BLOCK STORAGE UPTIME

99.9%

 

support

 

SUPPORT

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

 

support

 

DEPLOYMENT

DEDICATED SERVER DEPLOYMENT

3

hours

CLOUD SERVER DEPLOYMENT

5

minutes

 

triage

 

HELP DESK

PRIORITY 1

CRITICAL

System 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

1

hour

3. Make real time updates to Customer from senior staff until issue is resolved

Continuous

PRIORITY 2

NON-CRITICAL

Few people substantially affected or system not functionally impaired

Expect response within

4

hours

PRIORITY 3

SCHEDULED REQUESTS

As scheduled with Customer

For work orders based on schedules requested by Customer or recommended by us. Expect responses

On Time

 

proactive support

 

ESCALATION PATH

PRIORITY 1

CRITICAL ISSUES

Escalated when technician taking the call has not been trained to resolve the issue, within

30

minutes

PRIORITY 2

NON-CRITICAL ISSUES

Escalated within

12

hours

PRIORITY 3

SCHEDULED MAINTENANCE

As scheduled with Customer. Expect response

On Time

ESCALATION MATRIX

Full matrix agreed on at signing of contract

As Agreed

 

proactive support

 

DISASTER RECOVERY

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

Standard backups

24

hours

Standard backup retention periods, as high as

7

YEARS

SAN snapshots, as low as

1

minute

RECOVERY TIME OBJECTIVES

High availability single site, depending on service, as low as

5

seconds

Multi-site failures, depending on service

3

minutes

 

proactive support

 

PROACTIVE SUPPORT

NOC MONITORING

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

24x7x365

PATCH MANAGEMENT

Scheduled and requires no request from Customer

Monthly

PATCHES OF ZERO DAY VULNERABILITIES

Made from time we detect them, within

8

hours

HARDWARE REPLACEMENT TIME

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

3

hours

dollar

 

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%

HAVE QUESTIONS? WANT TO SIGN UP? CALL US AT 877-756-1500

 

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