Ntegrated Support Service Level Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Ntegrated and their Customer(s) for the provisioning of services required to support and sustain the product, service, and/or overall solution.

This Agreement outlines the parameters of all services covered as they are mutually understood by the primary parties. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by Ntegrated.

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise, and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

3. Service Agreement

The following detailed service parameters are the responsibility of Ntegrated in the ongoing support of this Agreement.

    3.1. Service Scope

            The following Services are covered by this Agreement:

  • Manned telephone support 24 hours a day
  • Monitored email support 24 hours a day
  • Remote assistance via using desktop we share/web conferencing
  • Planned or Emergency Onsite assistance (additional costs may apply)
  • Monthly system health check

3.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service-related incident or request.
  • Access to customer premise.

3.3. Service Provider Requirements / Ntegrated

Service Provider/Ntegrated responsibilities and/or requirements in support of this Agreement

include:

• Meeting response times associated with service-related incidents.

• Appropriate notification to Customer for all scheduled maintenance.  

4. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

     4.1. Service Availability

           Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Telephone support: 12:00 A.M. to 11:59 P.M. Sunday – Saturday
    • Support Telephone: 214-432-3600
  • Email support: Monitored 12:00 A.M. to 11:59 P.M. Sunday – Saturday          

 Onsite assistance guaranteed within 48-72 hours, if needed (additional costs may apply)

     4.2. Service Requests

          In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

  • Within 25 minutes for issues classified as Critical priority.
  • Within 1 hour for issues classified as High priority.
  • Within 2 hours for issues classified as Low priority.

        Please refer to Exhibit A – Located on next Page

        Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

Exhibit A:
Ntegrated Response Priority Levels
PriorityGuidelines For UseEstimated Response Times
Review & Triage Review case, triage to queue and set priority level Initial Target Response: 15 minutes after ticket submission
Critical Priority (SLA Service) Outage (Including: equipment, circuit, service/solution)                                         Service Affecting Latency Initial Target Response: 25 minutes after ticket submission.
Target Resolution or Workaround: Within two (2) hours                 
Critical Priority (Non SLA Service – broadband) Outage (Including: equipment, circuit, service/solution)                                         Service Affecting Latency         Initial Target Response: 25 minutes after ticket submission.
Target Resolution or Workaround: Within four (4) hours             
High PriorityMACD on nConnect (Velo)
MACD on nGate (Fortinet)
MACD on nTouch
Non Service Affecting
Latency/Jitter on data circuits
Over-Utilization of Service/Solution       
Initial Target Response: One (1) hours after ticket submission.
Target Resolution or Workaround: Same Day               
Normal PriorityRequests for additional training      Design changes
New feature requests
Requests for new licenses/accounts
Initial Target Response: Two (2) hours after ticket submission.
Target Resolution or Workaround: Within twenty-four (24) hours
*Workaround includes LEC dispatch, equipment replacement, etc

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