Effective: January 1, 2025
This Service Level Agreement (SLA) defines the performance standards and service commitments that Chrometech provides to our clients for managed IT services.
1. Service Availability
Uptime Guarantee: 99.9%
We guarantee 99.9% uptime for all managed services, measured monthly. This allows for approximately 43.2 minutes of downtime per month for planned maintenance.
1.1 Planned Maintenance
- Scheduled during agreed maintenance windows
- Minimum 48 hours advance notice for major maintenance
- Emergency maintenance may be performed with reduced notice
- Maintenance windows typically outside business hours
1.2 Uptime Measurement
- Calculated based on total monthly minutes minus planned maintenance
- Measured from our monitoring systems
- Force majeure events excluded from calculations
- Client-side issues excluded from uptime calculations
2. Response Time Commitments
| Priority Level | Description | Response Time | Resolution Target |
|---|
| Critical (P1) | Complete system outage, security breach, data loss | 15 minutes | 4 hours |
| High (P2) | Partial outage, performance degradation | 1 hour | 8 hours |
| Medium (P3) | Non-critical issues, minor functionality problems | 4 hours | 24 hours |
| Low (P4) | General inquiries, enhancement requests | 8 hours | 72 hours |
2.1 Response Time Definition
Response time is measured from when we receive notification of an issue until our first meaningful response, including:
- Acknowledgment of the issue
- Assignment to appropriate technical staff
- Initial assessment and action plan
3. Support Coverage
3.1 Business Hours Support
Standard Business Hours: Mon-Fri: 9:00 AM - 6:00 PM
Weekend Hours: Sat: 10:00 AM - 2:00 PM
Time Zone: Australian Eastern Standard Time (AEST/AEDT)
3.2 After-Hours Support
- 24/7 monitoring for critical systems
- Emergency escalation procedures
- On-call technician availability
- Remote access capabilities maintained
3.3 Emergency Contact
Emergency Hotline: +61 2 8123 4999
Available 24/7 for critical issues (P1) for existing managed service clients
4. Performance Standards
4.1 Network Performance
- Network latency: <50ms for local connections
- Bandwidth utilization: <80% during peak hours
- Packet loss: <0.1% under normal conditions
4.2 System Performance
- Server CPU utilization: <80% average
- Memory utilization: <85% sustained
- Disk space monitoring: Alerts at 80% capacity
- Application response times: <3 seconds for standard operations
4.3 Security Standards
- Antivirus updates: Daily
- Security patch deployment: Within 72 hours for critical patches
- Vulnerability scans: Monthly
- Security incident response: Within 15 minutes
5. Monitoring and Reporting
5.1 Proactive Monitoring
- 24/7 automated monitoring of all managed systems
- Real-time alerting for threshold breaches
- Predictive analytics for capacity planning
- Regular health checks and maintenance
5.2 Reporting Schedule
- Daily: Critical incident reports
- Weekly: System health summaries
- Monthly: Comprehensive performance reports
- Quarterly: Strategic reviews and recommendations
6. Service Credits
If we fail to meet our SLA commitments, you may be eligible for service credits:
| SLA Breach | Service Credit |
|---|
| Uptime falls below 99.9% but above 99.0% | 10% of monthly service fee |
| Uptime falls below 99.0% but above 98.0% | 25% of monthly service fee |
| Uptime falls below 98.0% | 50% of monthly service fee |
| Critical issue response time exceeded | 5% of monthly service fee per incident |
6.1 Service Credit Terms
- Credits must be claimed within 30 days of the SLA breach
- Credits are applied as account credits, not cash refunds
- Maximum total credits per month: 100% of monthly service fee
- Credits exclude third-party software or hardware costs
7. Exclusions
This SLA does not cover downtime or performance issues caused by:
- Client actions or negligence
- Third-party software or hardware failures
- Internet service provider issues
- Force majeure events (natural disasters, power outages, etc.)
- Scheduled maintenance during approved windows
- Client-requested changes or modifications
- Cyber attacks targeting the client specifically
8. Escalation Procedures
8.1 Technical Escalation
- Level 1: Help desk technician (0-15 minutes)
- Level 2: Senior technician (15-60 minutes)
- Level 3: Systems engineer (1-4 hours)
- Level 4: Vendor escalation (if required)
8.2 Management Escalation
- Service Manager: For service delivery concerns
- Technical Director: For technical decisions
- Managing Director: For contract or strategic issues
9. Communication
9.1 Incident Communication
- Initial notification within committed response time
- Regular updates every 2 hours for critical issues
- Resolution notification with root cause analysis
- Post-incident review for major outages
9.2 Planned Maintenance
- 48 hours notice for scheduled maintenance
- Detailed maintenance windows and expected impact
- Start and completion notifications
- Escalation contact during maintenance
10. SLA Review and Updates
This SLA is reviewed quarterly and may be updated to:
- Reflect changes in service offerings
- Incorporate new technologies
- Address client feedback
- Align with industry best practices
11. Contact Information
This Service Level Agreement forms part of our overall service contract and is subject to the terms and conditions outlined in our Master Service Agreement. For specific service details and customizations, refer to your individual Statement of Work.