Service Level Agreement (SLA)

This SLA describes the service commitments of PRECISION e-Technologies for managed IT and cloud services.

Uptime Guarantee

We guarantee 99.9% monthly uptime for core infrastructure services, excluding scheduled maintenance windows.

Support Response Times

• P1 (Critical): Response within 1 hour, resolution or workaround within 4 hours.
• P2 (High): Response within 4 hours, resolution within 1 business day.
• P3 (Normal): Response within 1 business day, resolution within 3 business days.

Remedies

If uptime falls below the guarantee in a given month, you may be eligible for service credits prorated against your monthly fee.

Exclusions

This SLA does not apply to issues caused by third-party services, customer-provided software, or force majeure events.