Measurable response
Target times and full ticket traceability.
Peace of mind backed by contract
SLA & Technical Support
Our Service Level Agreements (SLA) are built for businesses that cannot afford downtime. Guaranteed response in minutes, not days.
Operational confidence
SLA built for mission-critical environments
Response, escalation and visibility. All defined in contract—no ambiguity.
Clear escalation
Levels, owners and action windows.
Real coverage
Channels, priorities and criteria defined.
How it works
From alert to resolution
Monitoring + triage + escalation: a simple flow that reduces downtime.
What we monitor
Proactive monitoring to detect issues before they impact the business.
WAN link status and latency
Hardware health (CPU, RAM, temperature)
Port saturation and CRC errors
VPN tunnels and session status
Escalation Matrix
A clear escalation flow: from triage to vendor, without losing context or time.
- 1
Level 1 (Service Desk)
ImmediateIntake and triage
- 2
Level 2 (Engineering)
+1 hour without resolutionAdvanced diagnosis
- 3
Level 3 (Architect/Vendor)
+4 hours (Major incident)Redesign or bug report
- 4
Management (Admin escalation)
On request or +24hCTO / Technical leadership
Clear escalation = less uncertainty when it hurts most.
Levels
Pick the SLA that matches your criticality
A clear comparison—no tables that break on mobile.
Standard (8x5)
Mon–Fri, 9am–6pm
Response time 4 hours
Estimated resolution NBD (Next Business Day)
Channels
Web Portal Email
- Remote support
- Basic monitoring
- Security updates
Ask about this plan
We’ll confirm whether it fits your real risk.
Advanced (24x7)
24/7, 365 days
Response time 1 hour
Estimated resolution 4 hours (Critical)
Channels
Priority phone Portal Email
- Remote & on-site support
- Proactive monitoring
- RMA management
I want the recommended plan
If you operate 24/7, this is usually the minimum reasonable level.
Critical (Elite)
Dedicated 24x7
Response time 15 minutes
Estimated resolution 2 hours
Channels
Direct engineer line Slack/Teams
- Dedicated engineer
- Monthly audit
- In-house spare parts stock
Ask about this plan
We’ll confirm whether it fits your real risk.
Shortcut
If you’re not sure, start with the recommended one: Advanced (24x7)
We do a quick assessment and adjust the SLA to your criticality (without oversizing).
Prevention
Preventive Maintenance
Fewer surprises. More stability. And clear evidence of what gets done.
Security Patching
Applying critical updates during agreed maintenance windows.
Configuration Backups
Automated daily backups for all network devices.
Health Reports
Monthly availability report, incidents and improvement recommendations.
FAQ
Frequently Asked Questions
What counts as a critical incident?
Any failure that stops core business operations (e.g. total Internet outage, servers unreachable) or impacts more than 50% of users.
How do I open a ticket outside business hours?
Via the on-call phone reserved for 24/7 SLA customers, or through the web portal which automatically alerts the on-call engineer.
Does support include on-site visits?
‘Advanced’ and ‘Critical’ plans include on-site support for hardware replacement or issues that cannot be solved remotely.
What happens if a device fails (RMA)?
We handle warranty with the vendor. With ‘Critical’, we can use our own spare stock to restore you in hours while the official replacement ships.
Are there penalties if SLA is not met?
Yes. If we miss the guaranteed response times, we apply service credits (discounts) on the next monthly invoice.
Do you support end-of-life equipment (EOL)?
Yes. We keep spare parts stock for Cisco and other major vendors’ EOL/EOS equipment, extending the useful life of your network.
How do you secure remote access?
We use VPN with multi-factor authentication (MFA) and controlled, audited bastion access.
How long does onboarding take?
Standard onboarding takes 2 weeks: initial audit, monitoring probes deployment, and network documentation.
Can I customize monthly reports?
Absolutely. We tailor KPIs to what your business needs to see (bandwidth, intrusion attempts, uptime, etc.).
Is there a minimum contract term?
Standard contracts are annual to ensure quality and monitoring investment, but we offer flexible exit clauses.
Next step
Need a tailored support plan?
If your infrastructure has special requirements, we design a custom plan.
We’ll reply with a recommended level, target times, and next actions.