MITS offers a formalized Service Level Agreement with each support package. This is your guarantee that a qualified Technologist will respond to your support requests and start work on resolving issues within an agreed upon amount of time.
The SLA sets distinct expectations about how our teams will work together and the support levels that must be maintained. A well-defined and suitably supported SLA is the best way to ensure a stable infrastructure is available to your end-users whenever needed.
Our SLA provides for 20-minute response time during business hours and 24x7x365 remote on-call support for high severity issues with Single-point-of contact escalations.