Service Level Agreement (SLA)
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Nexa Computers (SMC-PVT) Ltd., we are committed to delivering reliable, efficient, and secure IT and networking services. Our Service Level Agreement (SLA) defines the level of service our clients can expect, ensuring accountability, transparency, and quality assurance.
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Scope of Services Covered
Service Availability & Response Time
Priority Level Issue Type Response Time Resolution Time Critical (P1) Complete network/service outage, security breach Within 1 Hour 4–6 Hours High (P2) Major service degradation affecting multiple users Within 2 Hours 6–12 Hours Medium (P3) Non-critical issue, limited impact Within 4 Hours 12–24 Hours Low (P4) General support, configuration request Within 24 Hours 2–3 Business Days Our Commitments
✔ 24/7 Monitoring & Support – proactive network and system monitoring
✔ Preventive Maintenance – regular health checks and system updates
✔ Security Assurance – timely patching, firewall monitoring, and threat prevention
✔ Dedicated Support Team – certified engineers available via phone, email & remote access
✔ Escalation Procedures – structured process to resolve critical issues quicklyClient Responsibilities
Provide accurate information when reporting issues
Maintain access for Nexa support engineers (remote or onsite)
Ensure software licenses and hardware warranties are up to date
Follow recommended best practices to avoid misuse of systems
Exclusions
Issues caused by third-party vendors not managed by Nexa Computers
Damage due to natural disasters, power failures, or unauthorized changes
Support outside agreed contract terms unless requested as an additional service
✅ With Nexa Computers’ SLA, you get peace of mind knowing your IT infrastructure is always protected, optimized, and supported.