Estimated Total: $0.00
One-Time Setup Fee: $0.00
(Monthly charges + one-time setup fee)
One-Time Setup Fee: $0.00
(Monthly charges + one-time setup fee)
Service Level Agreement (SLA) Terms
Veldtech Remote Live Help Desk Support Hours:
8:00 AM through 5:00 PM PST, Monday-Friday
After-hours and weekend support shall be provided 7 days a week for emergency incidents only.
An emergency is defined as an incident detrimental to the continued operations of the Client’s business or major revenue impact (e.g., server or network down).
Response Times:
- Crisis – within 2 business hours – e.g., network down, company-wide email down
- Server Issue – within 4 business hours – e.g., server powered off or not responding
- Site Down – within 4 business hours – e.g., one office/location down
- Major – within 6 business hours – e.g., multi-user program or printer issues
- Minor – within 48 business hours – e.g., single-user program or printer issues
- No Impact – within 36 business hours – e.g., minor functionality issues, project work