Bronze Sub-Contractor SLA Package
This Sub-Contractor SLA is subject to the Prime Contractor Managed Services Agreement and Master Alliance Agreement.
Overview
The Bronze SLA Package provides standard service level commitments for managed services delivered through Alliance Partners to Beneficial Clients. This tier offers essential support with defined response times suitable for standard business operations.
Response and Resolution Times
Business Hours Definition: Business Hours are defined as 8x5 support: Monday through Friday, 8AM to 5PM Pacific time, excluding holidays.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 4 Business Hours | 24 Business Hours |
| 2 | 8 Business Hours | 3 Business Days |
| 3 | 1 Business Day | 5 Business Days |
| 4 | 3 Business Days | 10 Business Days |
| 5 | 5 Business Days | 15 Business Days |
| 6 | Best Effort | Best Effort |
Service Level Commitments
Response Times
Response times are measured from when Company is notified of an incident through the Alliance Partner to initial acknowledgment. All times are measured in Business Hours as defined for this tier.
Availability Guarantees
Bronze tier provides standard availability commitments with regular monitoring and maintenance windows as coordinated with the Alliance Partner.
Support Coverage
Bronze SLA provides standard 8x5 business hours support coverage through the Alliance Partner’s coordination.
Scope of Services
Included Services
- Incident management within defined SLA timeframes
- Standard 8x5 support coverage
- Regular maintenance and updates
- Documented escalation procedures
Exclusions
- After-hours emergency support (available separately)
- On-site support (available separately)
- Advanced customization or development
- Third-party product support beyond basic configuration