Service Level Agreements (SLA)
These SLAs are currently used for our internet services.
We follow ISO 27001 Cybersecurity Policies to ensure the highest standards of information security management.
SLA Tiers
Tier 3: 8/5 Support
- Description: Support available for 8 hours a day, 5 days a week (typically 9 AM to 5 PM)
- Best For: Small to medium businesses with standard working hours and non-critical services
- Response Time: Within 16 working hours for critical issues
- Resolution Time: Critical issues resolved within 24 to 48 working hours, non-critical within 72 working hours
- Communication Methods: Email and phone during business hours
Tier 2: 24/5 Support
- Description: Support available 24 hours a day, 5 days a week (Monday to Friday)
- Best For: Larger organizations with continuous operations and global customers, but no weekend operations
- Response Time: Within 1 to 2 hours for critical issues
- Resolution Time: Critical issues resolved within 6 to 12 hours
- Communication Methods: Email, phone, ticketing system, direct support email
Tier 1: 24/7 Support
- Description: Support available 24 hours a day, 7 days a week, including weekends and holidays
- Best For: Enterprises and mission-critical services that need immediate assistance at any time
- Response Time: Immediate to 1 hour for critical issues
- Resolution Time: Critical issues resolved within 6 hours, non-critical within 24 hours
- Communication Methods: Phone, email, ticket, support email
Issue Severity Levels
- Severity 1 (Critical): System-wide failure affecting all users, resolved within hours
- Severity 2 (High): Major issues affecting large portions of users, resolved within hours
- Severity 3 (Medium): Moderate issues affecting select users, resolved within hours
- Severity 4 (Low): Minor issues affecting few users, resolved within business days
Most issues will likely fall under medium or low severity, giving us more time to resolve them without breaching the SLA.