Service Level Agreement (SLA)
Last updated: April 2025
This Service Level Agreement ("SLA") outlines the level of service CoreTech Solutions commits to providing its clients. This document defines support response times, service availability, and escalation processes for our Managed IT Services and Support offerings.
1. Scope of Services
This SLA applies to all clients with an active Managed IT Services agreement and includes support for:
- IT support and troubleshooting
- Remote monitoring and maintenance
- Cyber security protection and alerts
- Cloud backup and disaster recovery
- Network and infrastructure support
- Software installation and configuration
2. Support Hours
- Business Hours: Monday to Friday, 8:30 AM – 5:30 PM AEST (excluding public holidays)
- After-Hours Support: Available for clients on Enhanced or Premium plans (additional fees may apply)
3. Response Times
We prioritise all support requests based on severity and impact. Our target response times are:
| Priority | Issue Type | Initial Response | Target Resolution |
|---|---|---|---|
| Critical (P1) | System outage, major business impact | 1 hour | 4 hours |
| High (P2) | Degraded performance, some business impact | 2 hours | 8 hours |
| Medium (P3) | Non-critical issue, workaround available | 4 hours | 1–2 business days |
| Low (P4) | General queries, minor issues | 1 business day | 3–5 business days |
4. Service Availability
Our monitored and managed services are designed for high availability. We target 99.9% uptime for remote monitoring and cloud-based systems such as Acronis, Bitdefender, and Google Workspace integrations.
5. Escalation Process
If an issue is not resolved within the outlined timeframe, clients may escalate support requests to:
- Level 1: Support Team (support@coretechsolutions.com.au)
- Level 2: Technical Manager or Service Desk Lead
- Level 3: Director, CoreTech Solutions
6. Client Responsibilities
- Provide accurate information about the issue and affected systems
- Maintain a supported software and hardware environment
- Ensure timely access for remote or on-site support if required
7. SLA Limitations
This SLA does not cover issues caused by third-party outages, natural disasters, client-side hardware failure outside warranty, or circumstances beyond our control.
8. Contact Us