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Managed IT SLA: response times in writing, in public.
Anxiety about "what happens when it breaks" kills good decisions. So we publish the commitment: 15 minutes for Critical, one hour for High — on every managed plan.
Pick a severity. See what happens.
P1 · Critical — 15-minute response
Production is stopped or data is at immediate risk.
- Plant-wide outage or firewall cluster down
- Suspected ransomware or active security incident
- ERP unreachable on dispatch day
What happens
- Raised in your team-chat channel or by phone; monitoring can raise it first
- A named engineer acknowledges and starts triage within 15 minutes
- Senior escalation and leadership updates on a fixed cadence until resolved
- Written post-incident report
P2 · High — 1-hour response
Production continues, but degraded or without redundancy.
- WAN failover active — running on backup link
- Significant CAD storage latency
- Site VPN down with a workaround in place
What happens
- Acknowledged and triaged within one hour
- Workaround first, root-cause fix scheduled
- Ticket and timeline visible in the Client Security Portal
P3 · Normal
Single user or non-urgent issues.
- Moves, adds and changes
- Non-urgent patch windows
- Advisory hardening
Target
Handled in business hours. The exact response target is defined in your Master Services Agreement. Publish P3 target
P4 · Planned
Projects and improvements.
- Architecture reviews
- Upgrades and migrations
- Labs-led improvements
Target
Scheduled into agreed change windows around your production calendar.
Where support actually happens.
Your team chat
Native ChatOps for your team: instant Tier-1 resolution and fast engineering escalation.
Client Security Portal
Executive visibility into posture, tickets and service health.
On-site
Audits and scheduled visits across Pune's industrial belts. On-site emergency dispatch radius is confirmed in your agreement.
Put a 15-minute clock on your plant.
Every managed plan carries the same published targets.