SLA

What is an SLA?

Service Level Agreement (SLA): The promise we’ve made to our clients in our agreement to get the work done in a certain amount of time based on the priority of the service request.

SLA Priorities 
Critical
Server or Network Down – 15 min (Response) / 4 hr (Solve)
High Priority
Computer or AV down – 1 hr (Response) / 6 hr (Solve)
Tier 1
Workstation issue or Printer down- 1 hr (Response) / 32 hr (Solve)
After Hours
4hr (Response) / 16 hr (Solve)

Rates

We offer additional services not covered under an agreement. We call this OOSA (Out of scope of the agreement) 

Level 1 OOSA Rate $99 Agreement Discount Rate $95 Level 1: Included in Agreement

Any work done on windows computers or printers or peripheral that does NOT require a network cable. (i.e. replace/repair hardware, reload system, load SW from disks, fix errors)

Level 2 OOSA Rate $135 Agreement Discount Rate $125 Level 2: Included in Agreement

Any Work done on network. (i.e. server, switching, cable plant, network closet, network dependent software, network storage, enterprise backup, network printing, IP Phones, network trouble-shooting, software no longer supported by manufacturer, desktop backup)

Level 3 OOSA Rate $155 Agreement Discount Rate $145 Level 3: Included in Agreement

Any work done on mission critical devices. (i.e.) terminal servers, server databases, firewalls, routers, SQL, Exchange, CRM, CME, Telco, bandwidth issues, Network discovery/analysis, engineering solution)

CISO Rate $250 Agreement Discount Rate $0 Not Included in Agreement

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Incident Response Rate $300 Agreement Discount Rate $0 Not Included in Agreement

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Consulting Rate $250 $200 (10 hour retainer minimum) Included in Agreement

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After Hours Rates

OOSA After Hours Rate $219 NA Not Included in Agreement

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CISO After Hours Rate $300 NA Not Included in Agreement

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Incident Response After Hours Rate $400 NA Not Included in Agreement

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