Service Level Agreement (SLA)
Our commitment to providing timely and effective support for our valued Austin clients.
This Service Level Agreement (SLA) outlines the standards of service that clients of Complete IT can expect. Our goal is to provide a transparent and reliable framework for support delivery, ensuring that your IT infrastructure remains stable, secure, and efficient. This SLA applies to all clients with an active Managed Services agreement.
Support Channels
Requests for support must be submitted through one of our official channels to be logged and tracked according to this SLA:
- Client Portal: portal.completeit.com (Preferred)
- Email: [email protected]
- Phone (for Critical/High priority issues): 512.674.4134
Business Hours
Standard support is available during our normal business hours: Monday – Friday, 8:00 AM to 6:00 PM Central Time, excluding public holidays. 24/7 emergency support is available for Critical priority issues.
Critical Priority
Complete system outage, critical security breach, or major business disruption affecting all users.
Target Response
15 Minutes
Target Resolution
4 Hours
High Priority
Significant business disruption affecting a department or critical function. No workaround available..
Target Response
30 Minutes
Target Resolution
8 Business Hours
Medium Priority
Minor business disruption affecting a single user or a non-critical function. A workaround is available.
Target Response
1 Business Hour
Target Resolution
2 Business Days
Low Priority
General inquiries, non-critical requests, or scheduled maintenance.
Target Response
4 Business Hours
Target Resolution
5 Business Days
Definitions
- Response Time: The time from when a support ticket is created until a qualified technician begins working on the issue and provides an initial response to the client.
- Resolution Time: The time from when the support ticket is created until the issue is resolved and the ticket is closed. Resolution times may be paused if we are waiting for a response or action from the client or a third-party vendor.