SERVICE LEVEL AGREEMENT
Delivering secure infrastructure, managed IT support, cybersecurity protection and rapid response services designed for modern business environments.
99.9%
Uptime Guarantee
24/7
Critical Monitoring
1HR
Emergency Response
POPIA
Compliance Ready
Managed Services
Cloud Hosting
Secure hosting infrastructure with continuous monitoring and optimisation.
Cyber Security
Advanced firewall management, threat detection and endpoint protection.
VoIP Solutions
Reliable communication systems with technical support and monitoring.
CCTV Monitoring
Intelligent surveillance and security system deployment services.
Network Solutions
Fibre, wireless and enterprise networking support for modern businesses.
Managed IT Support
Remote and onsite support ensuring business continuity and stability.
Response Matrix
Critical
1 Hour
Complete business outage or severe infrastructure failure.
High
4 Hours
Major operational functionality affected.
Medium
8 Hours
Partial service disruption or degraded performance.
Low
24 Hours
General support requests and minor technical issues.
Client Responsibilities
- Maintain licensed software environments
- Provide accurate technical information
- Ensure secure password and credential management
- Report incidents and outages promptly
- Provide reasonable access during troubleshooting
Service Exclusions
- Third-party provider outages
- Power failures and load shedding
- Natural disasters and force majeure events
- Unauthorised client-side modifications
- Cyberattacks beyond reasonable prevention measures
Support Command Center
Need urgent technical support or infrastructure assistance? Our team is ready to respond rapidly and professionally.
Your Trusted IT & Administration Partner
CONTACT DETAILS
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