Support Service Level Agreement

 

This Service Level Agreement (“SLA”) governs services provided by Root Level Technology, LLC. More specifically, this agreement has been developed and modified for our Managed Services including GSuite.

Objectives

Root Level Technology, LLC provides this SLA on the basis that it is calculated across 24 hours a day, 7 days per week coverage.

Support: The SLA Objectives for Support are as follows:

 

Objectives SLA
Initial Response Time of 30 mins 99.9%
Ticket Resolution Time of up to 24 hours 99%

Availability is measured from the time a ticket is entered into our support system either via user submission to “Get Support” ticket type or via NOC “Incident” alerting of a problem that needs to be resolved as part of our “NOC as a Service” additional offering.

 

Exclusions: The above SLA is in effect 24/7/365 however there are certain situations whereby the SLA does not apply, these are detailed below:

  • If there is planned maintenance that has been communicated to customers then all tickets regarding this are void of the SLA objectives above.
  • Ticket Resolution Time is paused when awaiting for a customer to respond, we strive to complete all issues within this 24 hour timeframe but in some instances they can exceed this if the issue is particularly complicated. In the most part 99% of tickets are resolved within this timeframe. Customers will be informed if we will need further time past 24 hours.
  • If as part of your service with RLT you have a custom agreed SLA then the follow SLA objectives above do not apply.

Root Level Technology takes no immediate responsbility for the continued functioning of a client’s infrastructure of application that Root Level Technology does not have complete control over.

 

The above SLA Application Objectives are in effect 24 hours a day, 7 days a week, 365 days a year, even during unplanned maintenance. So long as the customer has services under our Managed Services solutions. If you have questions or if you feel these objectives haven’t been achieved please contact support@rootleveltech.com

Excludes: Root Level Technology reserves the right to modify the SLA if the customer refuses recommendations for improvements that have to be made to a customers application, by Root Level Technology based on data provided by application monitoring tools.