Most IT companies promise a fast hello.
We commit to a finished fix.
Anyone can answer a phone quickly. What actually costs you money is how long the problem lasts. So our SLAs put a clock on resolution, not just response, and we publish how we perform against it.
Critical
2.28 hrs
Average resolution against an 8 hour commitment
3.5 × faster than promisedHigh
6.70 hrs
Average resolution against a 16 hour commitment
2.4 × faster than promisedNormal
1.1 days
Average resolution against a 5 business day commitment
4.4 × faster than promisedLow
1.2 days
Average resolution against a 10 business day commitment
8.3 × faster than promised
Average time to resolve, measured on closed tickets across all managed clients in
our service desk.
What a managed IT SLA looks like on a bad day
Scenario 1
An afternoon severe storm results in a city-wide power outage, causing the primary server to go offline. All users are unable to access critical services.
NOC Response
Our monitoring team recognizes the outage at 3:30 PM and immediately contacts the IT Director. Technicians are immediately dispatched to restore server power and verify systems. A cloud-based backup system is temporarily enabled to restore limited functionality. By 4:50 PM, the server is restored, and services are fully operational.
Scenario 2
Your staff report that they cannot access a shared drive used for work orders, but the rest of the network is functioning properly.
NOC Response
The issue is reported to our helpdesk at 2:00 PM, and our team response at 2:45 PM. After identifying a corrupted configuration on the shared drive, we implement a fix remotely, while keeping your team apprised of the situation. By 4:45 PM, the shared drive is repaired, and employees regain access to their files.
Scenario 3
One of your HR staff is unable to log into payroll software. All other employees and services are unaffected.
NOC Response
The issue is reported via our support portal at 8:40 AM, and our helpdesk responds with a phone call at 11:50 AM. The login issue is identified as a password reset problem, and our expert technician provides remote support to reset the password and verify access. By 12:05 PM, the employee regains access to the payroll system.
