Plain English summary. We publish our response and resolution targets, measure them on a live dashboard, and issue financial credits when we miss them. The full SLA below applies to managed-services clients under an active Statement of Work.
1. Definitions
- Business Hours: 06:00–18:00 in the client's primary timezone, Monday–Friday, excluding Athena IT holidays.
- 24/7 Coverage: 24 hours per day, 365 days per year.
- Incident: any event that disrupts or threatens to disrupt the normal operation of a covered service.
- Service Request: any user request that is not an incident.
2. Severity definitions
- P1 — Critical: production down, security incident in progress, or impact to all users.
- P2 — High: significant degradation, major function unavailable, multiple users affected.
- P3 — Normal: single-user impact or non-blocking issue with a workaround.
- P4 — Low: request, question, or scheduled work.
3. Response and resolution targets
| Severity | First response | Workaround | Resolution |
|---|---|---|---|
| P1 | ≤ 15 minutes (24/7) | ≤ 2 hours | ≤ 4 hours |
| P2 | ≤ 1 hour (24/7) | ≤ 8 hours | ≤ 24 hours |
| P3 | ≤ 4 hours (BH) | ≤ 1 BD | ≤ 3 BD |
| P4 | ≤ next BD | — | By scheduled date |
3a. Restore-drill cadence (backup & recovery scope)
- Tier 1 — production data: full recovery drill quarterly, with signed report shared with leadership.
- Tier 2 — business-critical SaaS (M365, Google Workspace, GitHub, Salesforce): granular restore drill quarterly; sample-based each month.
- Tier 3 — supporting workloads: full recovery drill annually, with sample restores quarterly.
- Annual ransomware tabletop: a 3-hour exercise with leadership, IT, legal, and comms — documented gaps and fixes.
Tiering and scope are confirmed in the Statement of Work for each client engagement.
4. Availability targets
- Help desk availability: 99.9% (24/7 contact channels).
- Managed monitoring uptime: 99.95%.
- Cloud-managed workloads: as defined in the underlying SOW (typically 99.9% – 99.99%).
5. Service credits
If we fail to meet the published targets, we issue service credit on the next invoice as follows: 5% if <target but ≥99.0%, 10% if ≥95.0% but <99.0%, 20% if <95.0%.
6. Scope and exclusions
A-10 — Scope-and-exclusions callout
This SLA applies to services, environments, and regions covered by an active Statement of Work between the client and Athena IT, Inc.. Targets are measured against incidents reported through covered intake channels.
Exclusions: force majeure events; third-party outages outside our control; customer-caused incidents; scheduled maintenance windows announced ≥5 BD in advance; and any service explicitly designated as a beta service in the SOW.
Procurement personas read this first — surfacing scope and exclusions on-page reduces post-signature surprises.
7. Reporting and transparency
SLA performance is published in real time on each client's dashboard. A monthly report is included with every invoice.
8. Escalation path
- Lead engineer (named in your account)
- Account director
- Head of Customer Operations
- CTO
- CEO
9. Changes
Material changes are communicated to active clients with at least 30 days' notice. Changes will not retroactively reduce credits earned.
10. Contact
Athena IT, Inc.
2261 Market St, STE 85291
San Francisco, CA 94114
Email: [email protected]