Section 1

Overview

This Service Level Agreement ("SLA") describes support availability, response targets, and responsibilities for managed services provided by System Binaries LLC ("Provider"). This SLA is designed for a growing MSP operation: critical issues are handled immediately, while non-urgent work may be scheduled during non-peak hours to ensure quality and safety.

Coverage: 24/7 for critical incidents

Standard Requests: Business hours

Timezone: Central (US)

Section 2

Contact & Hours

Primary channels: Email (support@systembinaries.com), Client Portal (if enabled).
Emergency line: Provided upon onboarding; for critical Severity 1 incidents only.
Business hours: Monday–Friday, 8:00–6:00 (local). After-hours support available for urgent issues and by appointment.

To ensure rapid triage, please include impact, location, number of users affected, recent changes, and screenshots/logs when submitting a ticket.

Section 3

Severity Definitions

Severity 1 – Critical Outage: Complete loss of a mission‑critical service (e.g., site‑wide internet down, production server offline, ransomware event) with no workaround.
Severity 2 – High Impact: Major function degraded for many users (e.g., email sending blocked for department) or security event with containment in place.
Severity 3 – Standard: Issues with reasonable workaround; single‑user problems; non‑urgent changes.
Severity 4 – Requests/Minor: Low‑impact tasks, routine maintenance, “how‑to” help, or cosmetic items.

Section 4

Response & Resolution Targets

Severity	Initial Response Target	Work Start / Update	Resolution/Workaround Target
Sev 1 – Critical	< 1 hour (24/7)	Immediate engagement; hourly updates	Best effort until restoration; interim workaround ASAP
Sev 2 – High	< 4 business hours	Same day start; updates every 4 hours	Target within 1 business day
Sev 3 – Standard	< 8 business hours	Scheduled within 2 business days	Target within 3–5 business days
Sev 4 – Request	< 1 business day	Scheduled window agreed with Client	As scheduled (typically within 5–10 business days)

Notes: Targets are goals, not guarantees; complex issues, vendor dependencies, or change windows may extend timelines. Provider may prioritize safety/security fixes over cosmetic work.

Section 5

Maintenance Windows

Standard: Sundays 6:00–10:00 AM local, and weekdays 8:00–10:00 PM for patching and reboots.
Emergency: As required to mitigate active security threats or outages.
Provider will coordinate with Client for maintenance likely to cause downtime.

Section 6

Escalation

Tier 1: Helpdesk triage & remote remediation
Tier 2: Systems engineer review, logs & vendor cases
Tier 3: Senior engineer / Principal review; on‑site if required

For persistent issues, a post‑incident review is provided with root‑cause notes and prevention recommendations.

Section 7

Uptime Targets

Managed infrastructure we host/control: 99.9% monthly uptime target excluding planned maintenance and force majeure.
Third‑party SaaS & ISPs: Subject to vendor SLAs; we coordinate and advocate on Client’s behalf.

Section 8

Exclusions

Unsupported or end‑of‑life hardware/software unless explicitly included.
Unapproved changes by Client or third parties.
Acts of God, force majeure, widespread vendor outages, or upstream ISP failures.
Projects, major upgrades, or scope outside the Order Form (billed per MSA).

Section 9

Service Credits

If Provider consistently fails to meet Sev 1 initial response targets in a given month (excluding exclusions), Client may request a service credit of 5% of that month’s managed service fee. Credits are capped at 15% per month and are the Client’s sole and exclusive remedy for SLA deviations.

Section 10

Changes to SLA

Provider may update this SLA from time to time. The “Last Updated” date will reflect the most recent change. Material changes will be communicated via email or portal notice where feasible. Continued use of services after changes constitutes acceptance.

Service Level Agreement (SLA)