Service Level Agreement
Enterprise Data Solutions LLC
This Service Level Agreement (“SLA”) outlines the support response objectives and service procedures provided by Enterprise Data Solutions LLC. The purpose of this SLA is to define how incidents are prioritized, responded to, escalated, and addressed so clients have a clear understanding of support expectations.
1. Scope of SLA
This SLA applies to support services delivered by Enterprise Data Solutions LLC, including Support Desk services and, where applicable, on-site support provided by Field Engineers. Response and service delivery are based on issue severity, business impact, resource availability, and operational conditions.
2. Support Desk SLA
Support Desk Hours
Business Hours: Monday through Friday, 8:00 AM to 5:00 PM in the applicable business time zone.
Nights and Weekends: Friday 5:00 PM through Monday 8:00 AM.
Business Hours Response Targets
| Priority | Response Time | Resolution Time | Escalation Threshold |
|---|---|---|---|
| Priority 1 – Emergency | 1 hour | ASAP – Best Efforts | 45 minutes |
| Priority 2 – Critical | 3 hours | ASAP – Best Efforts | 45 minutes |
| Priority 3 – Normal | 4 hours | ASAP – Best Efforts | 45 minutes |
| Priority 4 – Low | Scheduled | ASAP – Best Efforts | 45 minutes |
Nights and Weekends Response Targets
| Priority | Response Time | Resolution Time | Escalation Threshold |
|---|---|---|---|
| Priority 1 – Emergency | 2 hours | ASAP – Best Efforts | 45 minutes |
| Priority 2 – Critical | 4 hours | ASAP – Best Efforts | 45 minutes |
| Priority 3 – Normal | 4 hours | ASAP – Best Efforts | 45 minutes |
| Priority 4 – Low | Scheduled | ASAP – Best Efforts | 45 minutes |
3. Priority Definitions
Priority 1 – Emergency
A Priority 1 issue involves both High Severity and High Impact.
- High Severity: The whole company is affected
- High Impact: Major business processes are stopped
Priority 2 – Critical
A Priority 2 issue involves either of the following:
- Medium Severity with High Impact: Departments or large groups are affected and major business processes are stopped
- High Severity with Medium Impact: The whole company is affected and business is degraded, but there is a reasonable workaround
Priority 3 – Normal
A Priority 3 issue involves one of the following:
- Low Severity with High Impact: One user or a small group of users is affected and major business processes are stopped
- Medium Severity with Medium Impact: Departments or large groups are affected and business is degraded, but there is a reasonable workaround
- High Severity with Low Impact: The whole company is affected and the issue is more of an irritation than a stoppage
Priority 4 – Low
A Priority 4 issue involves either of the following:
- Low Severity with Medium Impact: One user or a small group of users is affected and business is degraded, but there is a reasonable workaround
- Medium Severity with Low Impact: Departments or large groups are affected and the issue is more of an irritation than a stoppage
Requests below Priority 4 are generally treated as scheduled work, maintenance, or project-based services.
4. Escalation and Internal Response Procedures
Enterprise Data Solutions LLC uses an internal tiered escalation model to ensure that incidents are moved to the appropriate technical resources when necessary.
- Initial escalation threshold: 45 minutes
- Tier 2 escalation threshold: 2 hours
- Tier 3 escalation threshold: 4 hours
Once a ticket is escalated beyond Tier 1, the incident is handled on an ASAP – Best Efforts basis. Resolution timing may vary depending on issue complexity, client responsiveness, third-party dependencies, vendor involvement, and access to affected systems.
5. On-Site Field Engineer Support
On-site support provided by Enterprise Data Solutions LLC Field Engineers is available on a best-effort basis Monday through Friday, 8:00 AM to 5:00 PM.
On-site support outside of these hours is not guaranteed and will be provided solely at the discretion of Enterprise Data Solutions LLC. After-hours on-site support may be considered for Priority 1 – Emergency incidents and, depending on the circumstances, Priority 2 – Critical incidents.
The decision to dispatch a Field Engineer after hours will depend on factors including business impact, safety, site accessibility, resource availability, and whether remote remediation is reasonably possible.
6. Resolution Standards
Response times reflect the time in which Enterprise Data Solutions LLC will acknowledge and begin work on a reported issue. Resolution times are provided on an ASAP – Best Efforts basis and are not fixed guarantees, as restoration may depend on factors outside of Enterprise Data Solutions LLC’s direct control.
7. General Service Notes
- Priority levels are assigned by Enterprise Data Solutions LLC based on reported symptoms, business impact, and observed severity.
- Priority levels may be reclassified if new information changes the urgency or scope of the incident.
- Some issues may require coordination with third-party vendors, internet providers, software publishers, or hardware manufacturers.
- Scheduled maintenance, projects, and non-incident requests are outside standard incident response commitments unless otherwise stated in writing.
8. Service Objectives; Limitation of Liability
Enterprise Data Solutions LLC is committed to delivering responsive, professional support and will use commercially reasonable efforts to meet the service objectives described in this SLA. These service levels are intended to provide clear expectations and a strong framework for support delivery, but they are goals rather than guarantees. Actual response and resolution times may be affected by circumstances outside of Enterprise Data Solutions LLC’s reasonable control, including third-party vendor delays, internet or carrier outages, client-side equipment issues, site accessibility, force majeure events, or delays in receiving necessary approvals, access, or information from Client. Unless otherwise expressly stated in a written agreement signed by both parties, Enterprise Data Solutions LLC shall not be responsible for any indirect, incidental, special, consequential, or punitive damages, or for any loss of data, revenue, profits, or business interruption arising out of or related to this SLA or any failure to achieve the stated service objectives.