Services
Support That Keeps You Running
Clear service-level agreements and a defined escalation path — so issues are resolved quickly and accountably.
SLA's
Service Level Agreements
Our SLAs ensure timely and effective support to minimize downtime and maximize productivity.
01
Response Time Commitments
- Critical: Response within 4 hours, resolution within 8 hours.
- High Priority: Response within 6 hours, resolution within 24 hours.
- Medium Priority: Response within 12 hours, resolution within 48 hours.
- Low Priority: Response within 24 hours, resolution within 5 working days.
02
On-Site Support
- Available in major metro cities within 24 hours.
- Remote locations within 48–72 hours (based on accessibility).
03
Replacement Services
- NBD (Next Business Day) replacement for critical hardware failures, if covered under SLA.
Escalation
Escalation Matrix
To ensure smooth issue resolution, we follow a clear escalation structure.
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