Standard Service Level Agreements Descriptions:

24x7x365 4hr Response: Engineer to arrive onsite within 4 hours of the call being logged. (Parts included, but not necessarily within the 4 hours).

24x7x365 4hr Fix :Engineer to arrive onsite with parts and to restore the service within 4 hours of the call being logged.

8x5x4 4hr Response: Engineer to arrive onsite within 4 business hours of the call being logged. (Parts included, but not necessarily within the 4 hours).

8x5x4 4hr Fix: Engineer to arrive onsite with parts and to restore the service within 4 business hours of the call being logged.

24x7x365 4hrs:  Advanced Replacement: Parts only, 4 hours response – parts to arrive within 4 hours of a call being logged.

8x5x4 Advanced Replacement: Parts only, 4 hours response – parts to arrive within 4 business hours of a call being logged.

8x5xNBD Response: Engineer to arrive onsite before the end of the next business day after the call being logged, parts included, but not necessarily for the next business day.

8x5xNBD Fix: Engineer to arrive onsite with parts and to restore the service before the end of the next business day after the call being logged.

8x5xNBD Advanced Replacement: Parts only, NBD response – parts to arrive before the end of the next business day from the call being logged.