Service Level Agreement
Service Level Agreement (SLA) - Digistar Infotech Inc.
This Service Level Agreement (SLA) outlines the standards, responsibilities, and service commitments that Digistar Infotech Inc., an IT solutions provider based in Canada, agrees to deliver to its clients. Our aim is to ensure high-quality support and efficient issue resolution for the IT services we provide. This SLA details the terms for system uptime, issue resolution timeframes, and client support to maximize business productivity and system reliability.
1. Scope of Services
Digistar Infotech provides a range of IT services, including but not limited to:
- Web Design
- Web Development
- Digital Marketing
- Content Marketing
- IT infrastructure management
- Network support and monitoring
- Cloud services and virtualization
- Cybersecurity and data protection
- Software development and integration
- Technical support and troubleshooting
The terms outlined in this SLA apply to these services unless stated otherwise in specific service contracts.
2. Service Availability
Digistar Infotech commits to ensuring high system availability. Our standard availability target is 99.9% uptime for critical infrastructure and hosted services, barring scheduled maintenance and force majeure events. Service interruptions for planned maintenance will be notified at least 72 hours in advance. We strive to schedule these during non-peak hours to minimize disruption.
3. Incident Management and Response Time
Our Incident Management process aims to resolve issues promptly and minimize impact on client operations. We categorize incidents as follows:
Critical (Priority 1): Complete system outage or severe performance degradation affecting business operations. Response time: Within 30 minutes. Resolution target: 4 hours.
High (Priority 2): Partial loss of functionality or reduced performance impacting a business unit or key function. Response time: Within 1 hour. Resolution target: 8 hours.
Medium (Priority 3): Minor issues with limited impact on business functions. Response time: Within 4 hours. Resolution target: 24 hours.
Low (Priority 4): Non-critical issues, cosmetic problems, or general queries. Response time: Within 1 business day. Resolution target: 72 hours.
4. Support Hours
Our standard support hours are Monday to Friday, 8:00 AM to 6:00 PM (EST). For clients with extended support needs, we offer 24/7 support packages. Any inquiries or incidents reported outside standard support hours will be addressed the following business day unless the client has subscribed to an after-hours support plan.
5. Client Responsibilities
To ensure optimal support and service delivery, clients are expected to:
- Report issues promptly through the designated support channels.
- Provide necessary access to IT systems and network infrastructure for diagnostics and repairs.
- Follow recommended system and security guidelines to prevent avoidable issues.
- Failure to meet these responsibilities may affect the timeliness and scope of service.
6. Performance Monitoring and Reporting
Digistar Infotech monitors service performance and generates monthly reports detailing uptime, incident resolution statistics, and SLA compliance. Clients may request additional customized reports if required.
7. Compensation for Non-Compliance
If Digistar Infotech fails to meet the agreed-upon SLA metrics, clients may be eligible for service credits based on the impact and duration of the service disruption. The terms of such compensation are outlined in individual contracts and are determined on a case-by-case basis.
8. Terms and Modifications
This SLA will be reviewed annually to ensure alignment with evolving client needs and technological advancements. Digistar Infotech reserves the right to modify the terms of this SLA with 30 days’ notice to clients.
