Sector 7 LLC - Detroit Michigan Managed IT Service Provider. Managed Tech Support Services to Businesses in Michigan, Indiana, and Ohio
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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 Time1 hour
Action Plan3 hours
ResolvedOne business day
Time Frame9AM-5PM
Response Time.25 hours
Action Plan2 hours
Resolved4 hours
Time Frame24/7

On-Site

Response Time 2 hours
Action Plan4 hours
ResolvedOne business day
Time Frame9AM-5PM
Response Time1 hour
Action Plan3 hours
Resolved5 hours
Time Frame24/7

Remote

Response Time 3 hours
Action Plan5 hours
ResolvedOne business day
Time Frame9AM-5PM
Response Time1.5 hour
Action Plan4 hours
Resolved6 hours
Time Frame24/7

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

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