This page is a public summary of the service commitments Youtech strives to deliver. The binding, detailed SLA, including precise targets, measurement methods, credits, and remedies, is set out in each client's signed service agreement. In any conflict, the signed agreement controls.
Our Service Commitment
Reliable, responsive support is central to how we operate. This page outlines the standards our Texas clients can expect from us.
Response Times
We target a 15-minute average response time during covered support hours. Issues are prioritized by severity.
| Priority | Description | Target Response |
|---|---|---|
| Critical | Major outage, business operations stopped, or active security incident. | 15 minutes |
| High | Significant impact affecting a key system or group of users. | 1 hour |
| Medium | Limited impact affecting a single user or non-critical issue. | 4 business hours |
| Low | Minor issue, request, or scheduled task. | 1 business day |
Uptime Commitment
For systems we manage and monitor, we target 99.9% uptime, excluding scheduled maintenance and circumstances beyond our reasonable control.
Support Coverage
Support coverage and channels are defined by each client's plan and agreement. Covered channels may include phone, email, and live chat. After-hours or 24/7 coverage is available on applicable plans.
Proactive Monitoring and Maintenance
We monitor managed systems and perform routine maintenance to prevent issues before they cause downtime. Disruptive maintenance is scheduled during off-hours or agreed maintenance windows whenever possible.
Escalation and Exclusions
If an issue is not resolved within target timeframes, it is escalated to senior engineers and management as appropriate. Commitments do not apply to disruptions caused by events outside our control, client-caused changes, uncovered systems, third-party failures, or scheduled maintenance.
Questions
To learn more, call +1 (346) 320-8328 or request a Free IT Assessment.