Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines the scope and standards of support provided by the Support Center for managing Incidents and Service Requests. It ensures timely, consistent, and measurable service to stakeholders and end-users.

Definitions

Incident

An Incident is any unplanned interruption or degradation of a service. Examples include outages, system crashes, or errors that impact service delivery. The goal is to restore normal operations as quickly as possible.

Service Request

A Service Request is a user-initiated inquiry for access, support, or information—such as password resets, software installations, or access provisioning. These follow a standard process and are typically non-urgent.

Support Hours

Support operates Monday through Friday, 9:00 AM to 5:00 PM EST, excluding recognized holidays.

Service Availability

We target a minimum 99.5% service uptime, excluding planned maintenance. Maintenance events are scheduled during off-hours with at least 48 hours' notice. Unplanned service disruptions will trigger client alerts via email and platform notifications.

Priority Levels

Priority Definition

Highest	Service is completely unavailable or a critical business function is blocked. No workaround is available. Immediate action required.
High	Major feature or function is impaired, impacting business operations. Temporary workaround may exist.
Medium	Standard issue or request. Business impact is limited. Default priority.
Low	Minor problem or inconvenience with minimal effect on business operations.
Lowest	Informational requests or enhancement suggestions with no operational urgency.

SLA Targets

Time to First Response

Category	Priority	Target
Incidents	Highest	2 business hours
	High	4 business hours
	Medium	6 business hours
	Low	8 business hours
	Lowest	12 business hours
Service Requests	Highest	4 business hours
	High	8 business hours
	Medium	12 business hours
	Low	16 business hours
	Lowest	20 business hours

Time to Resolution

Category	Priority	Target
Incidents	Highest	12 business hours
	High	24 business hours
	Medium	36 business hours
	Low	48 business hours
	Lowest	60 business hours
Service Requests	Highest	24 business hours
	High	36 business hours
	Medium	48 business hours
	Low	60 business hours
	Lowest	72 business hours

Time to Close After Resolution

Priority	Target
Highest	24 business hours
High	48 business hours
Medium	60 business hours
Low / Lowest	72 business hours

SLA Monitoring & Review

SLA adherence is tracked continuously. Reports are available upon request. In the event of repeated SLA breaches, a formal review may be conducted, and root-cause analysis and corrective actions may be implemented.