Sevice Level Agreement
Setting the Standard for Reliable, Responsive IT Support
Our Service Level Agreement (SLA) at ITO Nexus outlines the service commitments we make to ensure your IT systems run smoothly, securely, and without disruption. This agreement details our guaranteed response times, service availability, and the levels of support you can expect for your business. Designed to give you confidence and peace of mind, our SLA demonstrates our commitment to timely support, proactive monitoring, and consistent system performance.
Explore our SLA to understand how we’ll work to meet your business’s unique IT needs with accountability, transparency, and top-quality service.
DEFINITIONS & INTERPRETATIONS
“Agreement” means any arrangement between Us and You (whether alone or in conjunction with any other person) for Services and/or the provision of Goods provided by Us under an arrangement in connection with Work agreed to be done or progressed for or on behalf of You or any other person at Your request, including as set out in this Agreement and any corresponding Proposal;
“Plan Fee” means a quote provided to You by Us;
“Proposal” means a Quote or Proposal provided to You by Us;
“Rate Schedule” means the schedule of rates, charges and conditions for the services of Ours as set, and as may be varied, by Us from time to time in Our absolute discretion;
“Recommended Technology Platform” is the list of Software and Hardware set out below, as updated by Us from time to time.
“Response Time” Response Time is measured as the difference between the time We are first notified of a New Service Request as per the process outlined in our General Terms and Conditions and the time that We start providing Service on the Service Request. We do not count any triage, scheduling or dispatch work when calculating Response Times.
“Services” means the provision of any services by Us including Work, advice and recommendations;
“Service Request” means any request for work that either you ask us to perform or we perform proactively on your behalf;
“Software” includes software and any installation, update, associated software and any services provided in connection with any of these things;
GUARANTEED RESPONSE TIMES & PRIORITY LEVELS
The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
| Severity | Definition | Response Time |
|---|---|---|
| Critical (P1) | Business-down, multi-user outage, active security incident | 1 Hour, M-F |
| High (P2) | Single user fully blocked from working | 2 Hours, M-F |
| Medium (P3) | Degraded, but a workaround exists | 4 hours, M-F |
| Low (P4) | Cosmetic, how-to, non-urgent request | 2 Business Days |
RESPONSE TIME GUARANTEE EXCLUSION LIST
The Response Time Guarantee does not apply to:
Additions, moves or changes to users, devices, configurations, or network
Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions
Issues lodged outside Our Business Hours
Items caused by Hardware or Software not meeting our Minimum Standards
Service Requests related to Software not on our Approved Software List
Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
Service Requests for issues related to user-initiated Virus and Malware Infections
Service Requests for Issues involving the sourcing of hardware/software
Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage
Approved Business Software
While we primarily support the software listed below, we may address Service Requests for other software at our discretion. Any software updates will be communicated to your Primary IT Contact.
Office Suites
- Microsoft Office 365
Internet Browsers
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
Email Clients
- Microsoft Outlook
Graphics & Design
- Adobe Creative Cloud (Photoshop, Illustrator, InDesign)
- Adobe Applications (Reader, Air, Shockwave)
Communication & Collaboration
- Slack
- Microsoft Teams
- Zoom
File Sharing & Storage
- Dropbox
- Google Drive
- Microsoft OneDrive
Utilities
- Java Runtime Environment
- 7-Zip
Agreement Inclusion List
(1) Only applies to when using the Backup Platforms in our Recommended Technology Platform.
(2) This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install. As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.
Consulting
| Service | Frequency | Included |
|---|---|---|
| Onsite Technology Business Review | Quarterly | Yes |
| End-User Office 365 Training Program | 24x7x365 | Yes |
Desktops, Laptops, and Servers
| Service | Frequency | Included |
|---|---|---|
| Add / Edit / Delete User Accounts | As Needed | Yes |
| Forgotten Password Resets | As Needed | Yes |
| Archive Old User Accounts (Backup Email & Files) | As Needed | Yes |
| Setup & Maintain Security Groups | As Needed | Yes |
| Setup & Maintain Network Drives | As Needed | Yes |
| Restore Files from Backups | As Needed | Yes |
| Troubleshoot Operating System Issues | As Needed | Yes |
| Troubleshoot Microsoft Office Issues | As Needed | Yes |
| Troubleshoot Anti-Virus Issues | As Needed | Yes |
| Reboot Servers | As Needed | Yes |
| Troubleshoot Hardware Issues | As Needed | Yes |
| Hard Drive Clean-up | As Needed | Yes |
| Warranty Claim Processing | As Needed | Yes |
| Microsoft Patch Management | Daily | Yes |
| Update Approved 3rd Party Applications | Daily | Yes |
| Monitor all Critical Services | 24x7x365 | Yes |
| Monitor Anti-Virus Protection | 24x7x365 | Yes |
| Monitor Anti-Virus Definitions | 24x7x365 | Yes |
| Monitor Anti-Malware Protection | 24x7x365 | Yes |
| Monitor Hard Disk Health & Space | 24x7x365 | Yes |
| Monitor High CPU Usage | 24x7x365 | Yes |
| Monitor Security and Event Logs | 24x7x365 | Yes |
| Roll out Best Practice Security Policies | On-Going | Yes |
Backups and Disaster Recovery
| Service | Frequency | Included |
|---|---|---|
| Monitor Server and Computer Backups | 24x7x365 | Yes |
| Troubleshoot Backup Failures | As Needed | Yes |
| Monitor Office365 Backups | 24x7x365 | Yes |
| Troubleshoot Office365 Backup Failures | As Needed | Yes |
| Manual Test Restore & Report | Monthly | Yes |
Printers
| Service | Frequency | Included |
|---|---|---|
| Clear & Reset Printer Queues | As Needed | Yes |
| Troubleshoot Printer Issues | As Needed | Yes |
| Add / Edit / Delete Printer Mappings | As Needed | Yes |
| Troubleshoot Printer Hardware Issues | As Needed | Yes |
| Warranty Claim Processing | As Needed | Yes |
Network
| Service | Frequency | Included |
|---|---|---|
| Troubleshoot ISP Issues & Outages | As Needed | Yes |
| Troubleshoot Network Switch Issues | As Needed | Yes |
| Troubleshoot Wi-Fi Access Point Issues | As Needed | Yes |
| Update Wi-Fi SSID / Keys | As Needed | Yes |
| Troubleshoot Router Issues | As Needed | Yes |
| Troubleshoot Firewall Issues | As Needed | Yes |
| Firewall Security Audit and Adjustment | Monthly | Yes |
| Monitor Network Switches Operations | 24x7x365 | Yes |
| Monitor Wi-Fi Access Points Operations | 24x7x365 | Yes |
| Warranty Claim Processing | As Needed | Yes |
Domain Names
| Service | Frequency | Included |
|---|---|---|
| Add / Edit / Delete MX Records | As Needed | Yes |
| Add / Edit / Delete TXT Records | As Needed | Yes |
| Add / Edit / Delete PTR Records | As Needed | Yes |
| Add / Edit / Delete CNAME Records | As Needed | Yes |
| Add / Edit / Delete A Records | As Needed | Yes |
Mobile Phones & Tablets
| Service | Frequency | Included |
|---|---|---|
| Configure Outlook or Mail App | As Needed | Yes |
| Configure Skype for Business App | As Needed | Yes |
| Configure OneDrive for Business App | As Needed | Yes |
| Configure Teams for Business App | As Needed | Yes |
Office 365
| Service | Frequency | Included |
|---|---|---|
| Add / Edit / Delete User Accounts | As Needed | Yes |
| Add / Edit / Delete User and Security Groups | As Needed | Yes |
| Add / Edit / Delete Shared Mailboxes | As Needed | Yes |
| Add / Edit / Delete Distribution Groups | As Needed | Yes |
| Forgotten Password Resets | As Needed | Yes |
| Archive Old User Accounts (Backup Email & OneDrive) | As Needed | Yes |
| Restore Files from Backups | As Needed | Yes |
| Install & Connect OneDrive Desktop Client | As Needed | Yes |
| Install & Connect Skype for Business Desktop Client | As Needed | Yes |
| Install & Connect Teams Desktop Client | As Needed | Yes |
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