Silk Road Telecommunication

Home\Service & Support\Service Level Agreements

SRT maintains a strict customer service policy that we monitor and review on a quarterly basis. SRT uses a clearly defined service time matrix that acts as our foundation for response time and serves as a gauge for customer satisfaction. Below is a list of SRT's service standards and how SRT classifies tickets and the response times associated

Level 1

A level 1 priority is assigned when one of the following happens:


	A client web site is complete ly down
	SRT owned equipment that is shared by multiple clients is down
	Any complete interruption of service for a client.

Level 2

A level 2 priority is assigned when one of the following happens:


	Client's environment has a partial shut down of servers
	Services on servers go down
	Client has issues that require special attention

Level 3

A level 3 priority is assigned when one of the following happens:


	Minor hardware problems
	Minor web problems

Level 4

A level 4 priority is assigned when one of the following is required:


	Password maintenance
	Software upgrades
	Hardware upgrades
	Hardware moves

Problem level	Response Time	Problem Resolution Timeframe	SLA LIMIT
L1	Within 15 mins	90 mins	120 mins
L2	Within 30 mins	330 mins	360 mins
L3	Within 1 business day	1.5 business days	2 business days
L4	Within 1 business day	4 business days	5 business days