Service Level Agreement (SLA)
Last updated: September 6, 2025
1. Overview
This Service Level Agreement (SLA) defines the performance standards and support commitments that Badger Technologies will provide to our future clients. This SLA will apply to all IT support and managed services contracts once established.
2. Service Availability
| Service Type |
Availability Target |
Monthly Downtime |
| Critical Systems Monitoring |
99.9% |
< 43 minutes |
| Network Infrastructure |
99.5% |
< 3.6 hours |
| Cloud Services (Azure) |
99.9% |
< 43 minutes |
| Help Desk Services |
99.0% |
< 7.2 hours |
3. Response Time Commitments
| Priority Level |
Description |
Response Time |
Resolution Target |
| Critical |
System down, security breach, data loss |
30 minutes |
4 hours |
| High |
Major functionality impaired |
2 hours |
8 hours |
| Medium |
Minor functionality issues |
4 hours |
24 hours |
| Low |
General questions, feature requests |
8 hours |
72 hours |
4. Support Hours
Standard Business Hours
- Monday - Friday: 8:00 AM - 6:00 PM CST
- Saturday: 9:00 AM - 1:00 PM CST
- Sunday: Emergency support only
Emergency Support (24/7)
Available for Critical and High priority issues affecting business operations, security, or data integrity.
5. Performance Metrics
Security Monitoring
- Threat detection: < 15 minutes
- Security incident response: < 30 minutes
- Vulnerability scanning: Weekly
- Security reports: Monthly
Backup Services
- Backup completion rate: 99.5%
- Recovery time objective (RTO): 4 hours
- Recovery point objective (RPO): 24 hours
- Backup verification: Weekly
6. Planned Maintenance
- Scheduled during agreed maintenance windows
- Minimum 48-hour advance notice for routine maintenance
- Minimum 7-day notice for major system changes
- Emergency maintenance may be performed with minimal notice
- Maintenance typically scheduled outside business hours
7. Escalation Procedures
Level 1: Help Desk Technician
Initial response and basic troubleshooting
Level 2: Senior Technician
Advanced troubleshooting and system administration
Level 3: Lead Engineer
Complex issues requiring specialized expertise
Management Escalation
Issues not resolved within SLA timeframes automatically escalate to management
8. Service Credits
If we fail to meet our SLA commitments, you may be eligible for service credits:
| SLA Breach |
Service Credit |
| Response time exceeded by 2-4 hours |
5% monthly fee credit |
| Response time exceeded by 4-8 hours |
10% monthly fee credit |
| Response time exceeded by >8 hours |
25% monthly fee credit |
| Availability below 99.0% |
15% monthly fee credit |
9. Exclusions
This SLA does not apply to:
- Issues caused by client actions or negligence
- Third-party software or hardware failures outside our control
- Internet service provider outages
- Natural disasters or force majeure events
- Scheduled maintenance during agreed windows
- Issues related to unsupported legacy systems
- Security incidents caused by client policy violations
10. Monitoring and Reporting
- Real-time system monitoring 24/7
- Monthly SLA performance reports
- Quarterly business reviews
- Annual service improvement planning
- Incident post-mortems for major issues
11. Communication Channels
Primary Support
- Email: benjamin@badgertechnologies.us
- Phone: +1 (815) 367-6989
Emergency Support
- Emergency Line: +1 (815) 367-6989
- After Hours: Same number with emergency option
12. SLA Review and Updates
This SLA is reviewed annually or when service offerings change significantly. Updates require mutual agreement and 30-day advance notice to clients.
13. Compliance and Security
- Industry-specific compliance requirements (HIPAA, PCI-DSS, etc.)
- SOC 2 Type II controls implementation
- Regular security audits and assessments
- Incident response procedures
- Data encryption at rest and in transit
14. Contact Information
For SLA-related questions or to report service issues:
Badger Technologies - Service Management
Email: benjamin@badgertechnologies.us
Phone: +1 (815) 367-6989
Subject Line: "SLA Inquiry" or "Service Issue"