Most MSPs work to Service Level Agreements (SLAs). Having tight pre-agreed deadlines provides clients with peace of mind and reduces the amount of downtime when issues arise, particularly useful when critical infrastructure goes down.
| Category | Standard | Standard Plus | Platinum | Call Basis |
|---|---|---|---|---|
| Support- Initial Analysis of Issue | 1 hrs | 1 hrs | 1 hrs | 1 hrs |
| P1 (System Down) | 16 hrs | 8 hrs | 4 hrs | 20 hrs |
| P2 (Major Fault) | 24 hrs | 16 hrs | 8 hrs | 48 hrs |
| P3 (Minor fault) | 36 hrs | 24 hrs | 12 hrs | 72 hrs |
| Remote Systems Health check | 72 hrs | 36 hrs | 8 hrs | N/A |
| Support Services | 9 – 5 | 24 x 5 | 24 x 7 x 365 | N/A |
| Escalation | 8 hrs | 4 hrs | 1 hrs | 24 hrs |
| Dedicated SDM | No | Yes | Yes | No |
For large enterprises we have various customized plans please drop a message our IT sales will contact you.