IT Smart Logo

Sla Agreement

Home
Sla Agreement

Service Level Agreement

Our commitment to providing reliable, high-performance services with guaranteed uptime and support

System Uptime

99.9%

Guaranteed system availability

Response Time

< 1s

Average server response time

Resolution Time

4h

Critical issue resolution time

Support Coverage

24/7

Technical support availability

Service Scope

  • Web application hosting and maintenance
  • Database management and backup
  • Security monitoring and updates
  • Technical support and issue resolution
  • Performance monitoring and optimization

Support Levels

  • Level 1: Basic support (24/7 email support)
  • Level 2: Enhanced support (Phone + Email)
  • Level 3: Premium support (Dedicated support manager)
  • Emergency support for critical issues

Response Times

  • Critical Issues: < 1 hour
  • High Priority: < 4 hours
  • Medium Priority: < 8 hours
  • Low Priority: < 24 hours

Service Credits

  • Uptime < 99.9%: 10% service credit
  • Uptime < 99%: 25% service credit
  • Uptime < 98%: 50% service credit
  • Response time violation: 5% service credit

Need Support?

Our technical support team is available 24/7 to help you with any issues or questions about our services.