Service Level Agreement (SLA)

Last Updated: June 2026

Our Commitment

NotchEDIT Solutions is committed to providing reliable, responsive, and proactive IT support services.

Response Time Targets

Critical Priority

Business-wide outage or security incident.

Response Target: Within 1 Hour

High Priority

Major service degradation impacting multiple users.

Response Target: Within 2 Hours

Medium Priority

Single-user issues or limited service impact.

Response Target: Within 4 Business Hours

Low Priority

General requests, consultations, and non-urgent issues.

Response Target: Within 1 Business Day

Monitoring

Eligible managed service clients receive proactive monitoring of servers, workstations, and network infrastructure.

Maintenance

Scheduled maintenance activities may occur outside business hours to minimize operational impact.