Service Level Agreement (SLA)

This SLA outlines the performance standards and commitments Fairfield IT Consulting provides to its clients.

1. Service Availability

We aim to provide 99.9% uptime for managed IT services, excluding planned maintenance and circumstances beyond our control (such as natural disasters, internet outages, or third-party service failures).

2. Support Response Times

We commit to the following initial response times for support requests:

Critical Issues (System-wide outages, security breaches): 2 hours

High Priority (Major service disruption): 4 hours

Medium Priority (Functionality issues, partial service impact): 1 business day

Low Priority (General inquiries, minor issues): 2–3 business days

3. Client Responsibilities

Clients must provide prompt access and cooperation, including:

Designating a point of contact.

Providing necessary credentials or access permissions.

Keeping systems and software up to date where applicable.

4. Maintenance and Updates

We will schedule planned maintenance outside of regular business hours where possible and provide advance notice. Emergency maintenance may be performed without prior notice if required to protect client systems.

5. Performance Guarantees

While we commit to best practices and high standards, performance guarantees apply only as expressly detailed in individual service contracts or SOWs.

6. Limitations

This SLA does not cover issues caused by:

Client misuse, negligence, or unauthorized changes.

Third-party service provider failures outside our control.

Force majeure events (e.g., natural disasters, political unrest).

7. Reporting and Reviews

Upon request, we provide periodic service performance reports and will review SLA performance during regular client check-ins.