Silver Sub-Contractor SLA Package
This Sub-Contractor SLA is subject to the Prime Contractor Managed Services Agreement and Master Alliance Agreement.
Overview
The Silver SLA Package provides enhanced service level commitments for managed services delivered through Alliance Partners to Beneficial Clients. This tier offers improved response times and extended coverage suitable for important business systems.
Response and Resolution Times
Business Hours Definition: Business Hours are defined as 10x6 support: Monday through Saturday, 7AM to 5PM Pacific time.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 2 Business Hours | 12 Business Hours |
| 2 | 4 Business Hours | 2 Business Days |
| 3 | 6 Business Hours | 4 Business Days |
| 4 | 2 Business Days | 7 Business Days |
| 5 | 3 Business Days | 10 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, with faster response for critical issues.
Availability Guarantees
Silver tier provides enhanced availability commitments with proactive monitoring and coordinated maintenance planning through the Alliance Partner.
Support Coverage
Silver SLA provides extended 10x6 support coverage (Monday through Saturday) through the Alliance Partner’s coordination.