Sector 7 LLC - Detroit MSP

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What is a Service-Level Agreement (SLA)?

service-level agreement (SLA) is a contract between Sector 7 and our clients that defines the level of service expected, depending on the tier that is mutually agreed upon. The tier that is chosen is based on customer needs and budget.

 

SLAs do not define how the service itself is provided, but rather define benchmarks to measure and monitor quality of service, including volume of work, speed, responsiveness, and efficiency. In covering these areas, Sector 7 aims to establish a mutual understanding of services, areas prioritized, responsibilities, guarantees, and warranties provided to the customer.

 

The following chart helps to define what types of metrics are offered for each tier, per service request:

The Red Carpet

Response Time 1 hour
Action Plan 3 hours
Resolved One business day
Time Frame 9AM-5PM
Response Time .25 hours
Action Plan 2 hours
Resolved 4 hours
Time Frame 24/7

On-Site

Response Time  2 hours
Action Plan 4 hours
Resolved One business day
Time Frame 9AM-5PM
Response Time 1 hour
Action Plan 3 hours
Resolved 5 hours
Time Frame 24/7

Remote

Response Time  3 hours
Action Plan 5 hours
Resolved One business day
Time Frame 9AM-5PM
Response Time 1.5 hour
Action Plan 4 hours
Resolved 6 hours
Time Frame 24/7

Contact us for more information on our service-level agreements and how they will benefit your organization.

Computer Support

 

Server Support

 

Hosting

 

PBX Phones

 

Thin Clients

 

Cameras

 

Wireless Devices

 

Access Control

 

Network Devices

 

Fax Service

 

Backups

 

Project Management and Consulting

 

Phone Service

 

Cabling

Sector 7 LLC      ●      Main: 248-687-6809     

 

24/7 Tech Emergencies: 248-687-6813

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