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Service Level Agreement

Last updated: May 2026

1. Service Hours

NetrixIT provides support during the following hours:

  • Standard support hours: Monday through Friday, 9:00 AM – 8:00 PM Eastern Time
  • Excluded: US federal holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day)

Tickets submitted outside of support hours will be acknowledged at the start of the next business day.

2. Response Time Guarantee

NetrixIT commits to the following response times for Standard and Premium plan clients:

Priority Description Response Time
Critical Complete system outage, data loss risk, security breach 15 minutes
High Multiple users affected, major feature unavailable 30 minutes
Medium Single user affected, workaround available 1 hour
Low General questions, minor inconvenience 4 hours

"Response time" is measured from ticket submission to acknowledgment by a support technician — not auto-reply. The technician will begin working on the issue and provide an estimated resolution time.

3. Resolution Targets

While response time is guaranteed, we also target the following resolution times:

  • Critical issues: 4 hours
  • High issues: 8 hours
  • Medium issues: 24 hours
  • Low issues: 48 hours

Resolution targets are best-effort and depend on issue complexity, client responsiveness, and third-party dependencies. We will communicate proactively if a resolution will exceed the target time.

4. Escalation Process

If a ticket is not resolved within the expected timeframe, it follows this escalation path:

  • Step 1: If not acknowledged within the response time, the ticket is automatically escalated to senior support.
  • Step 2: If not resolved within 2x the resolution target, the client receives a direct status update and revised timeline.
  • Step 3: If still unresolved, the issue is escalated to management for immediate attention and resolution planning.

Clients can also request escalation at any time by replying to the ticket with "ESCALATE" in the subject line.

5. SLA Credits

If NetrixIT fails to meet the 15-minute initial response time for a Critical or High priority ticket during business hours:

  • The client receives a 10% credit on their next monthly invoice for each SLA breach.
  • Maximum credits in a single billing period: 30% of the monthly fee.

To claim an SLA credit, the client must notify NetrixIT within 5 business days of the breach. Credits are applied automatically once confirmed.

6. Scheduled Maintenance

NetrixIT will provide at least 48 hours advance notice for any scheduled maintenance that may affect service availability. Scheduled maintenance is performed outside of peak business hours whenever possible.

7. Service Exclusions

The SLA does not apply to:

  • Issues caused by client-side hardware failure
  • Issues caused by third-party service outages (ISP, cloud provider, SaaS vendor)
  • Issues arising from client actions outside of NetrixIT's recommendations
  • Requests submitted outside of support hours
  • Force majeure events

8. Reporting

Standard and Premium plan clients receive a monthly service report including:

  • Total tickets opened and closed
  • Average response time
  • Average resolution time
  • SLA compliance percentage
  • Top recurring issues and recommendations

9. SLA Review

This SLA is reviewed and updated as needed. Clients will be notified of material changes 30 days in advance. The current version is always available at netrixit.tech/sla.

10. Questions

For questions about this SLA, contact us at support@netrixit.tech.