Service Levels


Non-Contract Service Levels

  • Normal - Standard List Rates.
    No guarenteed response time is provided.
    Service response times are based on availability and provided during normal business days.

  • Emergency - Double Standard List Rates.
    Customer may request an Emergency Response regardless of Service Level Agreement.
    Immediate response will be provided if possible otherwise a response will provided as soon as possible with priority over all other requests.
    NOTE: Availability of this option is not guarenteed.

Service Level Agreements

Service Level Agreements (SLA) provide price-locked discounted onsite and remote hourly rates as well as service response guarentees during normal business days. Each SLA is a 6 to 12 month contract and additional terms including weekend and holiday response guarentees may be neogatiated.

  • SLA-NBD-24/8 - 5 Hour Monthly Commitment.
    During normal business days:
    Onsite Response within 24 Hours.
    Remote Response within 8 Hours.

  • SLA-NBD-12/4 - 10 Hour Monthly Commitment.
    During normal business days:
    Onsite Response within 12 Hours.
    Remote Response within 4 Hours.

  • SLA-NBD-6/2 - 15 Hour Monthly Commitment.
    During normal business days:
    Onsite Response within 6 Hour.
    Remote Response within 2 Hours.

  • SLA-NBD-4/2 - 20 Hour Monthly Commitment.
    During normal business days:
    Onsite Response within 4 Hour.
    Remote Response within 2 Hours.