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Emergency Response levels are provided on a per contract basis for all of our managed services/manged helpdesk/and retainer customers. We generally setup a custom support level agreement or SLA when beginning our relationship. Our most common SLA would GUARANTEE a 2-hour response through remote access and a 4-hour on-site response if the issue cannot be resolved remotely for any reason. Our Emergency Support response is effective during regular business hours (Monday - Friday 8:00am to 6:00pm MST) or on a 24x7x365 basis for an additional monthly fee. |
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