Service Level Agreement (SLA)
Last updated: June 17, 2026
All I.T. Solutions Pty Ltd guarantees the operational availability and support response times outlined in this Service Level Agreement. This SLA applies to all active managed IT services contracts.
1. Support Response Times
We classify helpdesk incidents by priority level and respond in accordance with the following targets:
- Critical (Priority 1): Response within 15 minutes. Resolution target: Under 2 hours.
- High (Priority 2): Response within 30 minutes. Resolution target: Under 4 hours.
- Medium (Priority 3): Response within 1 hour. Resolution target: Under 8 hours.
- Low (Priority 4): Response within 4 hours. Resolution target: Next business day.
2. Infrastructure Uptime Guarantees
We commit to maintaining a monthly average infrastructure uptime of at least 99.9%. This covers managed server configurations, active firewall security boundaries, and corporate cloud synchronization portals.
3. Escalation Procedures
If an incident is not resolved within the target SLA window, it is automatically escalated directly to our Technical Services Manager and Senior Service Engineers for rapid, high-priority resolution.