Service Level Agreement (SLA)
This SLA outlines our standard response targets, support scope, and service commitments for JC IT Services clients. Specific SLAs may be customized per contract.
Coverage Summary
Response Targets
Critical
Initial response within 1 hour. Continuous work until stable.
High
Initial response within 4 hours. Resolution within 1 business day.
Normal
Initial response within 1 business day. Resolution within 3 days.
Low
Initial response within 2 business days. Scheduled delivery.
Support Scope
Included
PBX/VOIP, AI workflows, web/app maintenance, monitoring, and support.
Exclusions
Third-party outages, client-side hardware failure, and scope creep.