Service Level Agreement
Our SLAs revolve around response times and differ between our packages. We aim to provide fast and consistent response and resolution times to all of our clients.
See below our response and resolution times (displayed as hours) for our various packages and priorities.
Slide to scroll tables
| SUMMIT – SLA Level 3 | Time to Response | Plan of Action Communicated | Resolution Target |
|---|---|---|---|
| Priority 1 – WEBSITE DOWN | 1 | 2 | 4 |
| Priority 2 – BUG | 2 | 4 | 8 |
| Priority 3 – ENHANCEMENT | 4 | 8 | As Agreed |
| ASCENT – SLA Level 2 | Time to Response | Plan of Action Communicated | Resolution Target |
|---|---|---|---|
| Priority 1 – WEBSITE DOWN | 2 | 4 | 8 |
| Priority 2 – BUG | 4 | 8 | 12 |
| Priority 3 – ENHANCEMENT | 8 | 12 | As Agreed |
| BASE – SLA Level 1 | Time to Response | Plan of Action Communicated | Resolution Target |
|---|---|---|---|
| Priority 1 – WEBSITE DOWN | 4 | 8 | 12 |
| Priority 2 – BUG | 8 | 12 | 24 |
| Priority 3 – ENHANCEMENT | 12 | 24 | As Agreed |
Our Packages
You can compare our packages here
BASE
$1000/ month
ASCENT
$2000/ month
SUMMIT
$4000/ month