Service Level Agreement (SLA)
Our SLA outlines our commitment to excellence, providing you with the assurance and transparency required for enterprise-grade technology partnerships.
1. Service Availability
Global IT Solutions guarantees a 99.9% uptime for our core infrastructure and hosted services. This commitment ensures that your business operations remain uninterrupted and reliable under normal operating conditions.
2. Response Time Commitments
We prioritize support requests based on severity. Critical issues (Priority 1) receive a response within 1 hour, while standard requests (Priority 3) are typically addressed within 24 business hours.
3. Maintenance Windows
Scheduled maintenance is performed during off-peak hours to minimize impact. We provide at least 48 hours' notice for any planned downtime that may affect service availability.
4. Service Credits
In the event that we fail to meet our uptime commitments, eligible clients may be entitled to service credits applied to their next billing cycle, as outlined in their specific service contract.
5. Customer Support
Our global support team is available 24/7/365 to assist with any technical issues. We provide multiple channels for support, including email, phone, and our dedicated client portal.
6. Monitoring & Reporting
We continuously monitor our systems and provide regular performance reports to our enterprise clients, ensuring full transparency regarding service reliability and performance metrics.
Uptime You Can Depend On
For more detailed information regarding your specific service agreement, please contact your account manager.
Talk to an Account Manager
