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SLA - Service Level Agreements

XStore provides consulting and support services through 2 methods:

 

1. Per-incident / once-off

Under this method, XStore does not guarantee a response time but we try to service queries within 48 hrs. This method is suitable for clients who do not require priority support.

Scheduled appointments are not guaranteed.

 

2. SLA

Service Level Agreements generally ( but not always ) provide some form of priority and guaranteed response to support queries. These can also include preventative maintenance tasks and other consulting functions. Project tasks are typically not included in SLA agreements.

The exact coverage, services, response times, contact details and scheduled tasks are listed in the agreement.

General priority response times are:

4 hrs - Gold

8 hrs - Silver

SLAs can be tailored per client as required.

 

All SLA or per-incident clients are subject to our Terms and Conditions

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