Service Level Agreements

Clear commitments. Guaranteed response times. Transparent accountability.

Choose the SLA tier that matches your business needs — from business hours support to 24/7 platinum service with dedicated engineers.

What is an SLA?

A Service Level Agreement (SLA) is our commitment to you. It defines our guaranteed response times, uptime targets, and what happens if we don't meet them. Think of it as our promise of reliability backed by measurable metrics.

Why Our SLA Matters

  • Transparency: You know exactly what to expect from our support team
  • Accountability: We back our promises with service credits if we fall short
  • Business Continuity: Downtime costs money — we guarantee rapid response to keep you running
  • Budgeting: Clear tiers help you choose the right level of support for your needs

Choose Your SLA Tier

Select the service level that aligns with your business operations and criticality requirements.

Bronze

Business Hours

Perfect for small businesses with standard IT needs and in-house backup support.

  • Business hours support (8 AM - 5 PM, Mon-Fri)
  • 24-hour response time guarantee
  • Email and phone support
  • Monthly service reports
  • Scheduled maintenance windows
  • Standard priority queue
Silver

Extended Hours

Ideal for growing businesses that need coverage beyond standard business hours.

  • Extended hours support (7 AM - 10 PM, Mon-Sat)
  • 8-hour response time guarantee
  • 99.5% uptime SLA
  • Email, phone, and chat support
  • Bi-weekly service reports
  • Proactive monitoring
  • Elevated priority queue
⭐ Gold — Most Popular

24/7 Support

Comprehensive around-the-clock support for businesses that can't afford downtime.

  • 24/7/365 support coverage
  • 4-hour response time guarantee
  • 99.9% uptime SLA
  • Multi-channel support (email, phone, chat, portal)
  • Weekly service reports & monthly reviews
  • Proactive monitoring & alerting
  • High priority queue
  • Quarterly business reviews
💎 Platinum

Priority & Dedicated

Ultimate support with dedicated resources for mission-critical businesses.

  • 24/7/365 priority support with jump-the-queue access
  • 2-hour response time guarantee
  • 99.95% uptime SLA
  • Dedicated account engineer
  • Direct phone line to senior technical staff
  • All channels + on-site visits (as needed)
  • Real-time monitoring dashboard
  • Daily status updates during incidents
  • Monthly business reviews & roadmap planning
Discuss SLA Options

Response Time Commitments by Severity

Our response times vary based on the severity of the issue and your SLA tier. Here's what you can expect:

Priority Description Bronze Silver Gold Platinum
P1 - Critical System down, business stopped, data loss, security breach 4 hours 2 hours 1 hour 30 minutes
P2 - High Major function impaired, significant performance degradation 8 hours 4 hours 2 hours 1 hour
P3 - Medium Minor function affected, workaround available 24 hours 8 hours 4 hours 2 hours
P4 - Low General question, feature request, documentation 48 hours 24 hours 8 hours 4 hours

Response vs Resolution Time

Response time is how quickly we acknowledge your ticket and begin working on it. Resolution time is when the issue is fully resolved. While we guarantee response times, resolution times depend on issue complexity. We provide regular status updates and work diligently toward fast resolution.

Service Credits: We Stand Behind Our Promises

If we fail to meet our SLA commitments, you're entitled to service credits. It's our way of ensuring accountability.

How Service Credits Work

Response Time Breach

If we exceed the guaranteed response time for your SLA tier, you receive:

  • 10% credit for first occurrence per month
  • 20% credit for second occurrence per month
  • One month free service for three or more occurrences

Uptime Guarantee Breach

If our monitored systems fall below the guaranteed uptime:

  • 99.95-99.90%: 10% service credit
  • 99.90-99.50%: 25% service credit
  • Below 99.50%: 50% service credit
  • Below 99.00%: One month free service

How to Claim Credits

  1. Submit a credit request within 30 days of the incident
  2. Provide ticket number(s) and date(s) of SLA breach
  3. We'll review and verify within 5 business days
  4. Approved credits applied to your next invoice

SLA Exclusions

Service credits do not apply to downtime or delays caused by:

  • Scheduled maintenance windows (announced 48 hours in advance)
  • Force majeure events (natural disasters, power outages, ISP failures)
  • Client-side issues (hardware failures, internet connectivity, user error)
  • Third-party service failures beyond our control
  • Emergency security patching (notified immediately)

Monitoring & Reporting

Transparency is built into everything we do. Here's how we track and report on our SLA performance.

Proactive Monitoring

24/7 automated monitoring of your critical systems, networks, and applications with instant alerts to our team.

Monthly SLA Reports

Detailed reports showing actual vs target response times, uptime percentages, ticket volumes, and resolution rates.

Client Portal Dashboard

Real-time access to your SLA metrics, open tickets, and historical performance data through our secure client portal.

Download SLA Documentation

Get detailed SLA documentation including full terms, conditions, and tier comparisons to share with your team.

Download Full SLA Document (PDF) SLA Comparison Chart (PDF)

Need a custom SLA for your unique requirements? Contact us to discuss.

Ready to Experience World-Class Support?

Choose the SLA tier that's right for your business and experience the Quadracom difference.

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