ITSourcePro

SLA Matrix

Last Updated: 01/06/2025

Additional SLA Terms

1.       Uptime Commitment: 99.9% uptime for critical services, excluding scheduled maintenance windows

2.       Support Hours:

  • Standard: Monday-Friday, 8:00 AM - 6:00 PM (CST)

  • After-Hours Support: Available for Critical and High incidents but may incur a fee

3.       Communication Channels:

  • Phone for Critical and High incidents

  • Email or ticketing system for Medium and Low issues or requests

4.       Escalation Process:

  • If resolution times are not met, issues are automatically escalated to the next level

5.       Exclusions:

  • Outages caused by third-party providers or force majeure events are not covered

Notes:

  • All times mentioned are business hours unless specified otherwise.

  • Proactive maintenance and updates are scheduled during agreed maintenance windows.