Service Level Agreement
Call or email anytime to open a ticket — urgent issues should always be a phone call. We're here Monday through Friday, 8am to 6pm Central, and available for emergencies whenever you need us.
Overview
We're a shared-services business, which means you're sharing our team with the rest of our clients. That's great news for you: you don't have to invest the time and money to build and manage your own internal IT team.
The best way we can keep that promise fair to everyone is by working every issue in priority order: when something urgent comes in, we work it fast, even if it means a lower-priority task waits a little longer.
Response Times
| Priority | Response Time | How to Reach Us |
|---|---|---|
| Urgent | Within 30 minutes | Call, the fastest way to reach us for anything urgent |
| Normal | Within 2 hours | Email or the client portal |
| Low | Within 24 hours | Email or the client portal |
| Onsite | 3 to 7 business days | Scheduled by your Help Desk contact |
Monitoring: our systems watch for issues around the clock; a human follows up during our support hours (Monday through Friday, 8am to 6pm Central) whenever something needs your attention.
Resolution Times
- Most remote requests move quickly once we're engaged. See the response times above for our guaranteed target by priority.
- Onsite requests are scheduled within 3 to 7 business days.
There are variables outside our control that affect how long a fix takes, so we can't guarantee a specific resolution time, but we can guarantee we'll go above and beyond for you, every single time.
Additional Terms
- Email and client-portal requests are treated as normal priority.
- Send in as many requests as you like for anything included in your Scope of Services. There's no limit.
Projects
If something isn't included in your Scope of Services, we classify it as an out-of-scope project. Projects are billable per the Rate Schedule in your approved Managed Technology or Security Proposal from NTPC.
- All projects require approval from an authorized contact.
- All project paperwork must be signed before work begins.
- This SLA applies to in-scope Remote Support and Onsite Service requests.
- Projects and tickets requiring third-party vendors are excluded.
- Out of scope = project.
Emergencies & Holidays
We keep a rotating on-call schedule for onsite and remote emergencies until 10 PM, seven days a week including holidays. Remote emergency support is included; onsite dispatch is billed per the rate schedule. An emergency is anything that impacts your identity, functionality, or revenue — not a routine request like a password reset — and we determine what qualifies. Call or email and we'll respond within the hour; non-emergencies are handled the next business day.