Service Level Goals
We believe in transparency. These are the response time goals we hold ourselves to— not because a contract requires it, but because you deserve to know what to expect.
Response Time Goals
When you reach out, here's how quickly we aim to have a technician actively working on your issue.
Emergency
Critical business impact - operations halted
Response Goal
1 Hour
Update Frequency
Every 30 minutes
Examples
- Site-wide network outage
- Server failure affecting all users
- Active security breach or virus outbreak
- Complete loss of critical business application
Urgent
Significant impact - work severely limited
Response Goal
4 Hours
Update Frequency
Every 60 minutes
Examples
- Multiple users unable to work
- Critical application malfunction
- Email system down
- VPN or remote access failure
High
Moderate impact - productivity reduced
Response Goal
8 Hours
Update Frequency
2 updates per day
Examples
- Single user unable to perform key function
- Non-critical application issue
- Printer or peripheral problems
- Performance degradation
Normal
Low impact - general requests
Response Goal
16 Hours
Update Frequency
As needed
Examples
- New user setup or changes
- Software installation requests
- General inquiries and questions
- Training or how-to requests
SLA
Service Level Agreement
- Contractual commitment
- Financial penalties if missed
- Often conservative targets
- Focuses on minimum acceptable
SLG
Service Level Goal
- Internal performance target
- Published for transparency
- Represents what we actually aim for
- Focuses on exceeding expectations
We publish our SLGs because we believe you should know what to expect—not because a contract requires it. This is how we hold ourselves accountable to you.
How We Prioritize
Priority is determined by business impact, not how urgent it feels in the moment.
Scope of Impact
How many users are affected? Is it one person, a department, or the entire organization?
Business Continuity
Can work continue? Is there a workaround, or are operations completely halted?
Security Risk
Is there an active security threat? Data breach risks are always treated as emergencies.
Need to escalate?
If your situation has changed or impact has increased, don't hesitate to call us directly at (619) 651-8700. We'd rather reassess than have you feel unheard.
Frequently Asked Questions
Common questions about our service level goals and support process.
What's the difference between SLA and SLG?
A Service Level Agreement (SLA) is a contractual commitment with financial penalties if not met. Service Level Goals (SLGs) are our internal performance targets that we strive to exceed. We publish our SLGs to demonstrate our commitment to transparency and accountability, even without contractual obligation.
How do you determine ticket priority?
Priority is determined by business impact, not urgency of the request. We assess how many users are affected, whether business operations are halted, and what workarounds exist. Our technicians are trained to accurately assess and escalate as needed.
What if my issue isn't resolved within the goal time?
If an issue requires more time to resolve, we commit to keeping you informed with regular updates at the frequency specified for your priority level. Complex issues may take longer to resolve, but you'll never be left wondering about status.
Can I escalate a ticket's priority?
Absolutely. If business circumstances change or impact increases, contact us and we'll reassess. We'd rather over-communicate than have you feel unheard. Call our support line for immediate escalation needs.
Do these goals apply to after-hours requests?
Emergency and Urgent tickets are handled 24/7 for managed services clients. High and Normal priority tickets are addressed during business hours (Monday-Friday, 7AM-6PM PT) unless otherwise specified in your agreement.
How are response times measured?
Response time is measured from when we receive your ticket to when a technician first engages with your issue. This includes initial assessment, acknowledgment, and beginning diagnostic work—not just an automated confirmation.
Support Hours
Business Hours
Monday - Friday, 7:00 AM - 6:00 PM PT
After-Hours Emergency
24/7 for Emergency & Urgent priorities
(Managed services clients)
Support Line
(619) 651-8700Submit a ticket or start a remote session
Our commitment to transparency is part of who we are