1. SLA Overview
Aeromind provides structured Service Level Agreements (SLAs) designed to ensure fast response, consistent service quality, and transparent expectations for every client.
2. Service Request Priorities
- Priority 1 – Critical Outage
Complete loss of business-critical systems.
• Response: within 1 hour
• Resolution: within 4 hours
- Priority 2 – High Impact
Major functionality loss or severely degraded performance.
• Response: within 2 hours
• Resolution: within 8 hours
- Priority 3 – Medium Impact
Standard operational issues affecting workflow.
• Response: within 4 hours
• Resolution: within 24 hours
- Priority 4 – Low Impact
Minor disruptions or informational inquiries.
• Response: within 1 business day
• Resolution: within 3–5 business days
3. Support Availability
- Standard Support Hours: Monday–Friday, 8 AM–6 PM CST
- Emergency Support: 24/7 availability for Priority 1 issues
4. Included Services
- Remote and onsite support
- Monitoring of networks, servers, and endpoints
- Incident tracking and resolution
- Patch management and system updatesly.
5. Excluded Services
- Hardware replacement costs
- Third-party vendor fees
- Major upgrades or project-based work
6. Communication & Escalation
- Submit standard support requests via portal or email
- Priority 1 issues must be escalated by phone
7. Performance Measurement
- Quarterly reviews of SLA compliance
- Evaluation metrics include uptime, ticket response times, and resolution performance
8. Term & Termination
- This SLA operates under the broader Master Services Agreement (MSA)
- Clients may request revisions with a 30-day written notice
9. Acceptance
- This Service Level Agreement becomes active upon signature by both parties.