Service Level Agreement
Last updated: January 1, 2025
1. Overview
This Service Level Agreement (SLA) defines the standard service levels for Summit DNC managed IT and infrastructure support services. This SLA applies to all clients with an active managed services agreement.
2. Service Availability
Summit DNC guarantees 99.9% uptime for monitored infrastructure systems under our management. Scheduled maintenance windows are communicated at least 72 hours in advance and do not count against uptime calculations.
3. Response Time Commitments
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Total system outage, security breach, or complete loss of business-critical service | 15 minutes | 4 hours |
| P2 — High | Major degradation of service affecting multiple users | 1 hour | 8 hours |
| P3 — Medium | Non-critical issue affecting a single user or minor service component | 4 hours | 24 hours |
| P4 — Low | Information request, routine change, or minor cosmetic issue | 8 hours | 72 hours |
4. Monitoring & Proactive Support
- 24/7/365 network and systems monitoring
- Automated alerting for performance thresholds and failures
- Monthly health reports with performance metrics and recommendations
- Quarterly business reviews with your account manager
- Proactive patch management and security updates
5. Escalation Procedure
If a ticket is not resolved within the committed timeline:
- Level 1 (0-2 hours): Assigned technician works on resolution
- Level 2 (2-4 hours): Senior engineer assigned, client notified
- Level 3 (4-8 hours): Management involved, additional resources deployed
- Level 4 (8+ hours): Executive escalation, formal incident review
6. Exclusions
This SLA does not apply to:
- Issues caused by third-party services (ISP outages, cloud provider incidents)
- Client-initiated changes made without Summit DNC involvement
- Force majeure events (natural disasters, power grid failures, civil unrest)
- Equipment not under Summit DNC management
- Scheduled maintenance (communicated 72 hours in advance)
7. SLA Credits
If Summit DNC fails to meet the 99.9% uptime guarantee in a calendar month, clients are eligible for service credits:
- 99.0% – 99.9%: 5% credit on monthly managed services fee
- 95.0% – 98.9%: 10% credit on monthly managed services fee
- Below 95.0%: 20% credit on monthly managed services fee
Credits must be requested within 30 days of the affected month and are applied to the next billing cycle. Credits do not exceed 20% of the monthly fee.
8. Reporting
Summit DNC provides the following standard reports to all managed IT clients:
- Monthly uptime and performance report
- Monthly ticket summary with resolution metrics
- Quarterly security posture assessment
- Annual infrastructure health review and roadmap
9. Contact
For SLA-related inquiries or to report an issue:
- Emergency: (714) 333-1414
- Email: info@summitdnc.com