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Service Level Agreement

Introduction

  • Item Name: Service Level Agreement

  • Item Version: v 1.0

  • Author: Cloud Guru IT

  • Support Questions: support@cloudguruit.com

 

This Service Level Agreement (SLA) outlines the terms and conditions that govern the services provided by Cloud Guru IT ("CGIT") to its clients. By agreeing to this SLA, the Customer agrees to the terms and conditions stated herein. CGIT reserves the right to modify this SLA at any time without prior notice.

Description of Service

CGIT agrees to provide IT consulting, managed services from Cloud Guru Support, cybersecurity, and cloud migration solutions as outlined in the service agreement between the parties. CGIT will provide 24/7 support via email and live chat, and in-person meetings for local clients, if necessary. Our team will provide regular updates through live chat, phone, or in-person consultations.

Service Level Metrics

CGIT guarantees the following service levels for its clients:

  • Uptime: 99% uptime for managed IT services, including network, server, and hosting services.

  • Support Response Time: Initial response within 1 hour for critical issues and within 4 hours for non-critical issues.

  • Resolution Time: Resolution of critical issues typically within 4 hours and non-critical issues within 24 hours.

Remedies and Compensation

In case of service disruption or downtime, CGIT will provide the following remedies and compensation to the affected customers:

  • Service Credit: CGIT will provide a service credit proportional to the amount of downtime experienced, to be applied to the customer's next invoice.

  • Remediation: CGIT will take appropriate measures to resolve the issue and prevent future occurrences.

  • Compensation: If the downtime exceeds 1% of the total service time in a given month, CGIT will provide additional compensation as agreed upon with the customer on a case-by-case basis.

Escalation Process

CGIT has established the following escalation process for addressing service issues:

 

  • First Level: Low - Contact CGIT support via email at support@cloudguruit.com or through the live chat on our website.

  • Second Level: Medium - If the issue is not resolved within the specified response and resolution time, the customer may escalate the issue by contacting their assigned account manager or by calling our support hotline.

  • Third Level: High - If the issue remains unresolved, the customer may escalate it further by contacting CGIT's management at management@cloudguruit.com.

Version History (Changelog)

Our changelog represents changes to this document on this page. Please note, rapid changes may occur, and this document may not be fully updated yet.


Version 1.0 - April 8th, 2023

  • Initial version for Cloud Guru IT

  • Updated contact email and support hours

  • Clarified services offered and revisions policy

  • Added uptime guarantee, response time, and resolution time metrics

  • Detailed remedies and compensation for service disruptions or downtime

  • Included an escalation process for addressing service issues
     

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