What are Your Guaranteed Response Times (SLAs)?
A Service Level Agreement (SLA) is our contractual commitment to meet specific, measurable time targets for acknowledging and resolving your support issues. This clarity manages your expectations and guarantees our accountability.
This document details the maximum allowable timeframes for our initial response and final resolution, based on the severity of the issue.
Distinguishing Response Time from Resolution Time
It is essential to understand the difference between these two core commitments:
- Response Time: How quickly the provider acknowledges your reported issue and begins the ticket process. This serves as psychological reassurance that your issue is registered.
- Resolution Time: The time required to fully fix the issue and confirm that the service is restored to normal functionality.
SLA Matrix: Maximum Allowable Timeframes
The following Service Level Targets (SLTs) define the maximum allowable time for the team's initial response and final resolution, measured during MyPortal's standard business hours.
| Priority Level | Core Definition & Business Impact | Maximum Initial Response Time | Maximum Resolution Time |
|---|---|---|---|
| P1: CRITICAL | Complete failure of a business-critical system, irreversible financial loss, or total service unavailability. | 1 Hour | 1 Day |
| P2: HIGH | Severe impairment of core functionality, affecting large user segments, or issues posing major operational threats. | 4 Hours | 2 Days |
| P3: STANDARD | Routine operational issues, minor inconveniences, small data discrepancies, and non-urgent requests. | 24 Hours | 5 Days |
Note on P3 Resolution: While our formal SLA is 5 days, our team strives to resolve Standard tickets significantly faster, often within the first 24 hours. The 5-day SLA is our maximum contractual commitment.
Our 24/7 P1 Coverage Protocol
Although our standard service is measured during business hours, we have an internal After-Hours Protocol that ensures immediate mitigation of P1: CRITICAL incidents that pose an immediate, unrecoverable threat to revenue or legal compliance.
- Applicable Coverage: Only P1: CRITICAL issues (e.g., Ad Overspending, Total Website Outage, Data Leakage) trigger this protocol.
- Coverage Window: Our On-Call rotation is mandatory from 9:00 AM EST to 11:00 PM EST, 7 days a week. Requests outside this window will be addressed starting at 9:00 AM EST.
- Mandatory Response: If a P1 is flagged within the coverage window, the Project Manager is immediately alerted via a direct phone call/pager system and must follow a
15-Minute Protocol to establish a communication bridge and notify the specialized technical team.
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