Managed IT experts serving Austin since 2004

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.
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