Service Level Objectives

Effective June 4th, 2025. These Service Level Objectives supersede and replace all prior versions.

These Service Level Objectives are between Provider and Client found on the applicable Order and, together with the Order, Master Services Agreement, and other relevant Service Attachments, forms the Agreement between the parties the terms to which the parties agree to be bound.

SUPPORT SERVICES

Following receipt of any notification that a support-related problem within the scope of the Services has occurred Provider, shall use reasonable best efforts to begin problem management within the response time targets identified below.

All incidents, with status or resolution, will be documented either via regular email updates and/or by posting updates to the ticket tracking system assigned to Client.

LEVEL PRIORITY FIRST RESPONSE TECH ENGAGEMENT RESOLUTION
Managed Critical 1 Hour 1 Hour 4 Hours
High 1 Hour 2 Hours 8 Hours
High Backup 1 Hour 2 Hours 5 Hours
Medium 1 Hour 4 Hours 8 Hours
Standard 1 Hour 8 Hours 12 Hours
Quick Hit 1 Hour 4 Hour 8 Hours
M/A/C < 4 Hours 1 Hour 24 Hours 40 Hours
M/A/C > 4 Hours 1 Hour 48 Hours 80 Hours
Installation 1 Hour 88 Hours 120 Hours
Standard Critical 1 Hour 2 Hours 8 Hours
High 1 Hour 4 Hours 12 Hours
High Backup 1 Hour 2 Hours 5 Hours
Medium 1 Hour 8 Hours 16 Hours
Standard 1 Hour 12 Hours 24 Hours
Quick Hit 1 Hour 4 Hours 12 Hours
M/A/C < 4 Hours 1 Hour 24 Hours 40 Hours
M/A/C > 4 Hours 1 Hour 48 Hours 80 Hours
Installation 1 Hour 88 Hours 120 Hours
On-Demand Critical 1 Hour 4 Hours 16 Hours
High 1 Hour 8 Hours 24 Hours
High Backup 1 Hour 2 Hours 5 Hours
Medium 1 Hour 16 Hours 32 Hours
Standard 1 Hour 24 Hours 48 Hours
Quick Hit 1 Hour 6 Hours 12 Hours
M/A/C < 4 Hours 1 Hour 24 Hours 40 Hours
M/A/C > 4 Hours 1 Hour 48 Hours 80 Hours
Installation 1 Hour 88 Hours 120 Hours

* M/A/C means Move, Add, or Change

** All times in Business Hours.

*** Stated response times (First Response, Tech Engagement, and Resolution) represent a service goal and not a guarantee. Provider’s ability to implement a solution to a reported problem may depend on input or information from Client or from third parties beyond its control.

**** All responses timeframes are measured Monday thru Friday, excluding observed holidays, 8:00 AM to 5:00 PM Eastern Time.

GEOGRAPHIC COVERAGE

Provider will provide services for locations identified in the Order.

IN SCOPE EQUIPMENT

Provider can provide on-site troubleshooting and equipment installation, removal or replacement services for the following equipment within Client’s covered locations:

  • Network Infrastructure
  • Servers
  • Desktops/Laptops/Tables
  • Printers
  • Other standard devices.

Provider will not provide services for the following:

  • Cabling
  • Cameras
  • Digital Signage
  • Equipment and infrastructure not owned by Client.
  • Warranty repair services on behalf of any manufacturer.