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WHAT A REAL SLA LOOKS LIKE
An SLA isn't legal protection for your IT provider.
It's a performance contract that protects you.
Most MSP SLAs are written to limit liability — full of language about what they won't be responsible for, exceptions that swallow the rule, and metrics so loosely defined they're impossible to enforce. A real SLA defines what you get, when you get it, and how accountability is measured. That's what this page is.
Response time — not resolution time
Response time is when an engineer acknowledges and begins working your issue. Resolution time varies by complexity. We commit to response — and we track resolution as a quality metric, not an SLA metric.
Escalation — with a defined path, not a phone tree
If your issue isn't resolved at Tier 1 within the defined window, it automatically escalates to a senior engineer. You don't have to ask for escalation. The process triggers it.
Priority classification — at intake, every time
Every ticket is classified by severity and urgency at the moment it enters our system. Priority determines your response target. Classification is made by the receiving engineer and reviewed for accuracy.
Accountability — what happens when we miss
Both parties engage in good faith to validate any alleged breach. Our team documents what happened, what was done, and what changes. Accountability is built into the process, not left to negotiation.
RESPONSE TIME COMMITMENTS
Every issue classified. Every response targeted.
95% SLA guaranteed.
PRIORITY
Urgent
CRITICAL BUSINESS PROCESS OUTAGE
Complete outage, ransomware, server down, multiple users impacted
PRIORITY
High
INTERRUPTION TO CRITICAL PROCESSES
Critical application failure, security incident, individual user fully blocked
PRIORITY
Medium
INTERRUPTION / NO WORKAROUND
Email issue, VPN failure, software problem with no available workaround
PRIORITY
Low
HINDRANCE / WORKAROUND AVAILABLE
Printer issue, password reset, workstation slowness, peripheral configuration
Response targets represent start of remediation — the moment an engineer acknowledges and begins working your issue. Silotech guarantees 95% of trouble tickets will have remediation begin within the timeframes above.
SUPPORT COVERAGE
What's included — and when.
Support hours and emergency coverage vary by service tier. Here's what you can expect based on your engagement.
TECH SUCCESS (FULL MANAGED)
TECH ESSENTIALS
ESCALATION PATH
You never have to ask for escalation.
The process triggers it automatically.
TIER 1 — HELP DESK ENGINEER
Initial triage and resolution attempt. Handles the majority of tickets at first contact. Our help desk engineers work in a shared live session — when your ticket is open, the whole team sees it. The assigned engineer owns resolution, with the full team available to assist in real time.
TIER 2 — SENIOR ENGINEER
Complex issue resolution, infrastructure-level diagnosis, and multi-system troubleshooting. Auto-escalated from Tier 1 or directly assigned for high-urgency tickets. Issue is qualified and worked to resolution with full documentation.
TIER 3 — SPECIALIST / SOLUTIONS ARCHITECT
Deep infrastructure, security incidents, and complex system architecture issues. Engaged when Tier 2 requires specialist expertise. Includes vendor escalation management. Resolved with full documentation upon closure.
ON-SITE SUPPORT
Escalation if remote resolution is not possible. On-site technician dispatched. Ticket updated and closed upon resolution. On-site support is billed at standard rates per Schedule A unless included in your service tier.
MANAGEMENT ESCALATION — YOUR NAMED POINT OF CONTACT
If on-site support cannot resolve, your I.T. Manager is notified with full documentation of all activity performed. Your assigned account manager or vCIO is accountable for the overall resolution and your service experience.
ACCOUNTABILITY
What happens when something goes wrong.
We don't build SLAs designed to protect us from accountability. Here's how we handle misses and disputes.
Alleged breach — good faith process
Both parties agree to engage in good faith to validate the existence and impact of any alleged breach before invoking formal rights. We document what happened, when, and what was done. Disputes are resolved through written notice and a 30-day cure period as defined in Section 2 of your MSA.
Recurring issue — same problem, multiple occurrences
If the same issue recurs, your account manager or vCIO reviews ticket trends and coordinates with the engineering team on root cause and remediation. Recurring issues are a system signal — not a closed ticket. Your assigned contact is accountable for the pattern, not just the individual ticket.
What's excluded from SLA targets
Response targets do not apply to delays caused by your failure to provide access, approvals, or information; third-party system outages; customer-owned infrastructure outside our management scope; or force majeure events. These exclusions are defined in Section 6 of your MSA.
WHO THIS SLA APPLIES TO
These commitments apply to all fully managed IT engagements.
Co-managed and project-based engagements have defined SLA schedules within their specific agreements.
Managed IT Services
Full SLA applies — all priority tiers, all response targets, full escalation path
Managed Cybersecurity
Full SLA plus incident response procedures per your service order
Outsourced IT Department
Full SLA applies across all covered functions per your service order
Co-Managed IT
SLA applies to Silotech-covered functions as defined in your agreement
IT Projects
Project-specific milestones and delivery commitments per signed SOW
All Engagements
30-day post-project support window included as standard across all service types