Service Level Agreement (SLA)
This Service Level Agreement outlines the response times Varay Managed IT commits to based on the severity of an issue. Our goal is to ensure transparency, reliability, and efficiency in how we support your business.
Support Hours
Business Hours: Monday–Friday, 8:00 AM – 5:00 PM CST
After-Hours Emergency Support: Available 24×7 for Severity 1 issues
Severity Levels & Response Times
| Severity | Business Hours Response Time | After Hours Response Time | Description |
|---|---|---|---|
| Severity 1 – Critical | 1 Hour | 1 Hour | Widespread impact. No workaround. Operations halted across multiple departments. |
| Severity 2 – High | 4 Hours | N/A | Major function disrupted. Workaround exists or impact limited to a single department. |
| Severity 3 – Medium | 24 Hours | N/A | Minor issue affecting one or few users. Non-urgent. Scheduled resolution acceptable. |
| Severity 4 – Low | Scheduled at a mutually agreeable time | N/A | No operational impact. General request or informational inquiry. |
Severity Code Explanation
Severity 1 – “Critical” – Impact: Full outage or critical disruption across multiple departments. No workaround available.
For Example:
- Entire office cannot access core systems or server data.
- All users are unable to work due to a network or internet outage.
- Widespread malware or virus infection.
Severity 2 – “High” – Impact: Significant function impaired. A workaround is possible or the issue is isolated to a key role or team.
For example:
- A department cannot access critical applications.
- Hardware failure affecting a high-value user with a temporary solution in place.
Severity 3 – “Medium” – Impact: Minor disruption affecting one or a few users. Issue is not urgent.
For example:
- Printer troubleshooting or driver issue.
- Browser crash affecting a single user.
- Patch needed for software stability.
Severity 4 –”Low” – Impact: No performance or productivity impact. Typically a general request or routine update
For example:
- “How-to” inquiries.
- Request to upgrade software version.
- Password reset for inactive users.
* This policy is subject to change based on industry best practices.
Additional SLA Notes
- Response Time: The time it takes for our team to acknowledge and begin working on your request.
- Resolution Time: Varies based on the complexity and nature of the issue.
- 24×7 support is limited to Severity 1 emergencies unless otherwise agreed upon in your service contract.
- This SLA may be updated periodically based on industry best practices and evolving client needs.