Service Level Agreement
As a Managed Service Provider, your customers demand rapid response to service issues. Cloud Services Depot delivers the most responsive NOC services in the industry, with highly trained and certified engineers available 24/7. The NOC Services team can escalate issues directly to the reseller, vendor or customer for support or further investigation.
In order to ensure world-class service throughout our channel of resellers, Cloud Services Depot has instituted a number of policies governing the response and resolution of incidents for end-customers. The following table shows the targets of response and resolution times for each priority level:
| Activity / Issue | Critical Priority | High Priority | Normal Priority | Low Priority |
|---|---|---|---|---|
| Service Availability | 24x7x365 | 24x7x365 | 24x7x365 | 24x7x364 |
| First Response | Within 15 minutes | Within 30 minutes | Within 3 hours | Within 12 hours |
| Second Response | Within 30 minutes | Within 45 minutes | Within 6 hours | Within 18 hours |
| Resolution of Issue | Within 45 minutes | Within 60 minutes | Within 9 hours | Within 24 hours |
| Definition | Business is directly affected | Business is partially affected | Business is indirectly affected | Business is not affected |
Cloud Services Depot NOC Services provides the highest commitment to NOC Services in the industry. The Cloud Services Depot NOC Services Team responds to most tickets within 15 minutes. New tickets are acknowledged and the appropriate technician is assigned to work on the issue. If there are any questions, resellers may contact the NOC engineers using the ticketing feature of the RMM platform, email, live chat or telephone support.
Credit Requests
Cloud Services Depot resellers must contact their account manager to receive a Service Level Agreement (SLA) credit.
