Service Level Agreement (SLA)

1. Overview & Service Philosophy

At MTS, we understand that technology downtime directly translates to lost revenue, frustrated employees, and operational vulnerability. This SLA represents our binding operational standard. We don’t hide behind automated answering systems or ambiguous timelines — we hold our team accountable to concrete, measurable performance guarantees.

2. Response Time Guarantees & Severity Escalation Tiers

All client service requests and monitoring alerts are systematically categorized into one of four standardized severity levels upon receipt by our centralized Network Operations Center (NOC) and Help Desk:

Severity Level	Impact Definition & Examples	Initial Response SLA	Resolution Protocol
Tier 1: Critical (Emergency)	Total Business-Halting Outage: Complete server crash, primary firewall offline, core PBX phone outage, or active ransomware / cybersecurity intrusion affecting entire office or multiple departments.	< 15 Minutes 24/7/365 On-Call Dispatch	Immediate remote triage. Mobile engineering dispatch to physical site within < 60 minutes (NYC & Long Island). Continuous work until stabilized.
Tier 2: High Priority	Severe Operational Degradation: Key department blocked, ERP/database latency causing major bottlenecks, backup failure alert on critical storage, or secondary internet circuit failure.	< 30 Minutes Business Hours & Priority After-Hours	Senior engineer assigned immediately. Root-cause isolation and workaround implementation within 2 hours.
Tier 3: Medium Priority	Individual Workstation or Peripherals: Single user unable to print, individual email client synchronization error, software application glitch, or localized VPN connection issue.	< 2 Hours Business Operating Hours	Remote desktop support session scheduled or initiated promptly. Same-day troubleshooting and remediation.
Tier 4: Standard / Planned	Administrative & Procurement Requests: New employee onboarding account provisioning, license upgrades, routine hardware quotes, or scheduled quarterly technology reviews.	< 4 Hours Next Business Day Execution	Scheduled according to client onboarding target date or standard procurement lead time.

3. 99.9% Infrastructure & Network Uptime Commitment

For commercial clients subscribing to our Managed Infrastructure and Cloud Management agreements, MTS guarantees a 99.9% Uptime Commitment across covered core infrastructure, including:

• Managed cloud firewall appliances and high-availability site-to-site VPN gateways.
• Centralized hypervisors, virtualization hosts, and primary business file storage repositories.
• Automated nightly cloud backup execution and secondary disaster recovery replication sync.
• Cloud VoIP communication servers and managed corporate Wi-Fi controllers.

*Note: Excludes client ISP upstream fiber cuts, public utility power outages without backup generators, and pre-scheduled authorized maintenance windows.

4. On-Site Physical Dispatch Windows (NYC & Long Island)

While over 95% of day-to-day technology friction is resolved immediately via secure remote desktop triage, physical hardware incidents require rapid boots-on-the-ground. MTS maintains dedicated fleet vehicles and certified field systems engineers stationed throughout our primary service corridors:

• Manhattan (Midtown, Downtown, FiDi, Uptown): Rapid on-site emergency dispatch in under 60 minutes for Tier 1 critical failures. Standard high-limit Certificate of Insurance (COI) available on demand for Class A commercial properties.
• Brooklyn, Queens, The Bronx & Staten Island: On-site emergency arrival in under 60 minutes across primary commercial zones (DUMBO, Industry City, Long Island City, Hunts Point).
• Long Island (Nassau & Suffolk Counties): Mobile engineers dispatched along the Long Island Expressway (I-495) and Route 110 corridor arriving on-site in under 60 minutes across Melville, Hauppauge, Garden City, Great Neck, and surrounding commercial parks.
• Nationwide Commercial Support: 24/7 remote triage, centralized patch management, and coordinated national third-party dispatch for multi-state branch locations.

5. Maintenance Windows & Proactive Change Management

To avoid disrupting your team’s workflow during active revenue hours, routine maintenance is strictly scheduled during off-peak windows:

• Standard Maintenance Window: Tuesday and Thursday evenings from 10:00 PM to 4:00 AM EST, and weekends.
• Advance Notice: Clients receive a minimum of 48 hours advance notification for any scheduled patch cycle requiring server reboots or brief network interruptions.
• Emergency Zero-Day Patching: In the event of a critical, actively exploited zero-day vulnerability (CISA advisory), MTS reserves the right to apply emergency hotfixes immediately with immediate verbal or SMS notification to authorized company contacts.

6. Monitoring Telemetry, Ticket Portals & Escalation

Every incident logged with MTS generates a verifiable tracking record:

• Automated Telemetry Alarms: Our 24/7 RMM agents poll system health every 60 seconds. Disk failures, temperature warnings, and unexpected service halts automatically open emergency NOC tickets before your staff even notices the symptom.
• Multi-Channel Dispatch Access: Authorized users can log tickets via web portal, direct telephone dispatch, or dedicated emergency email.
• Continuous Communication: For Tier 1 incidents, authorized executives receive live status updates every 30 minutes until resolution.

7. SLA Service Credits & Client Remedy

In the unlikely event that MTS fails to meet our guaranteed initial response time for a confirmed Tier 1 Critical emergency, the client is eligible for a pro-rated SLA Service Credit calculated as 5% of the client’s monthly recurring managed services fee per qualifying event, up to a maximum of 25% of the monthly invoice.