Service Level Agreement

    Last updated: January 11, 2026

    Overview

    This Service Level Agreement (SLA) defines the level of service Starling Reese commits to providing for our managed IT services. Our SLA guarantees are designed to ensure reliability, responsiveness, and quality service delivery.

    Uptime Guarantee

    We guarantee the following uptime percentages for our core services:

    Network Infrastructure: 99.9% uptime

    Maximum downtime: 43.8 minutes per month

    Cloud Services: 99.95% uptime

    Maximum downtime: 21.9 minutes per month

    24/7 Monitoring (NOC): 99.99% uptime

    Maximum downtime: 4.38 minutes per month

    Response Time Commitments

    Our support team commits to the following response times based on issue severity:

    Priority LevelResponse TimeResolution Target
    Critical (P1)

    Complete service outage

    		15 minutes4 hours
    High (P2)

    Major functionality impaired

    		1 hour8 hours
    Medium (P3)

    Partial functionality affected

    		4 hours2 business days
    Low (P4)

    Minor issue or inquiry

    		8 hours5 business days

    Support Availability

    Support availability varies by service tier:

    • Essential Tier: Business hours support (8 AM - 6 PM local time, Monday-Friday)
    • Professional Tier: Extended hours support (6 AM - 10 PM local time, 7 days a week)
    • Enterprise Tier: 24/7/365 support with dedicated account management

    Service Credits

    If we fail to meet our uptime guarantees, you are eligible for service credits:

    Uptime AchievedService Credit
    99.0% - 99.9%10% of monthly fee
    95.0% - 98.9%25% of monthly fee
    Below 95.0%50% of monthly fee

    Exclusions

    This SLA does not apply to service interruptions caused by:

    • Scheduled maintenance (with at least 48 hours notice)
    • Issues arising from client equipment or software
    • Force majeure events (natural disasters, war, terrorism)
    • Internet service provider failures
    • Client-requested changes or actions
    • Denial of service attacks or security incidents beyond our control

    Monitoring and Reporting

    We provide comprehensive monitoring and reporting:

    • Real-time system health dashboards
    • Monthly SLA performance reports
    • Incident reports within 24 hours of resolution
    • Quarterly business reviews (Enterprise tier)

    Claiming Service Credits

    To claim service credits:

    1. Submit a claim within 30 days of the incident
    2. Provide details of the service disruption
    3. We will review and respond within 10 business days
    4. Approved credits will be applied to your next invoice

    Contact for SLA Issues

    For SLA-related questions or to report service level concerns:

    Email: sla@starlingreese.com
    Phone: +31 20 123 4567 (24/7 for Enterprise clients)
    Portal: Submit a ticket through your client portal