Our commitment to reliability, response times, and accountability for every managed IT service we deliver.
Effective date: 1 August 2026 · Version 1.0
We guarantee 99.9% uptime for all managed infrastructure during each calendar month, measured as the percentage of minutes in which monitored systems are available and responsive. Scheduled maintenance windows are excluded from uptime calculations and communicated at least 48 hours in advance.
If uptime falls below 99.9% in any month, clients are eligible for service credits as described in Section 6.
| Level | Definition | Examples |
|---|---|---|
| P1 — Critical | Complete service outage or security breach affecting business operations | Server down, ransomware detected, data breach confirmed, core application unavailable |
| P2 — High | Major functionality degraded with no workaround available | Email system failure, VPN down, database performance critical, backup failure |
| P3 — Medium | Partial service degradation or non-critical issue with workaround | Slow application response, non-critical service alert, intermittent connectivity |
| P4 — Low | Minor issue, general enquiry, or enhancement request | How-to question, feature request, cosmetic issue, documentation update |
| Severity | Response Time | First Update | Target Resolution |
|---|---|---|---|
| P1 — Critical | 15 minutes | 30 minutes | 4 hours |
| P2 — High | 1 hour | 2 hours | 8 hours |
| P3 — Medium | 4 hours | 1 business day | 3 business days |
| P4 — Low | 1 business day | 2 business days | 5 business days |
Response time is measured from the moment an incident is reported or an automated alert is triggered. First update is the time by which you will receive a substantive status update with initial assessment. Target resolution is our best-effort timeframe for resolving the issue or providing a viable workaround.
If an issue is not resolved within the target timeframe, the following escalation applies:
For P1 incidents, escalation begins at Level 2 immediately upon classification.
If monthly uptime falls below 99.9%, service credits are applied as follows:
| Uptime Range | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 5% |
| 95.0% – 99.0% | 10% |
| 90.0% – 95.0% | 25% |
| Below 90.0% | 50% (maximum credit) |
Credits are applied to the next invoice. To claim a credit, clients must notify us within 30 days of the month in which the shortfall occurred.
This SLA does not apply to downtime caused by:
Clients subscribed to the Autonomous Ops add-on receive additional SLA commitments:
We may update this SLA with 30 days' written notice to active clients. Material changes to response times or credit terms require client consent.
For SLA-related enquiries or to report an incident: