Business Advantage customers have contracted service delivery key performance indicators written into their agreement which covers guaranteed response times, through Service Level Agreements (SLAs). Service requests and incidents are logged through the Service Desk or your Technical Account Manager (TAM), and the following table describes our standard SLA.

Note: Response matrix assumes 1 hour = 1 “business hour” (outside of business hours does not factor towards response SLA) When a job is added to the system it is assigned a priority based on the SLA and the severity of the issue as agreed by TAM and/or the customer, or as defined by the Monitoring System. Escalation occurs when the time exceeds the “Escalated” column in the table above. Our job monitoring solution automatically notifies the management team that the ticket will soon exceed the SLA.