Service Level AGreement

Setting the bar high for all MSP’s

Good relationships need commitment, and our service level agreement (SLA) outlines expectations between a business (you) and a vendor (us). Our SLA for our IT services sets reasonable yet high expectations, and we seek to exceed them. 

Got an IT issue? Call us. We're here for you anytime, day or night.  Our 24/7 help desk and on-call technicians work around the clock to address time-sensitive issues.  

Whether you’re an accounting firm working at 3 a.m. during tax season, a long-term care facility distributing nighttime medication, a manufacturing facility with 3rd shift workers, or a remote company with employees working in different time zones around the world, our after-hours help desk and local on-call IT technicians work around the clock to troubleshoot critical issues and monitoring alerts outside of our regular business hours.  

IT help desk responds to IT request with "experience, strategy, technology" on shirt

Innovative’s SLA

Our SLA has two sections. One defines response times and prioritization of issues during regular service hours, and the second defines after-hours response times.  

Regular Service Hours

Regular support and monitoring hours are Monday through Friday, 7 a.m. ET to 5 p.m. ET, excluding Major US holidays.  

Request support from the help desk in any of three ways: 

  • Phone: Call 301-739-7445. Average hold times are less than three minutes. Phone is the fastest way to access live technical support resources. Phone support is available 24/7 when the 24/7 After-Hours agreement is in place.

  • Email: Email helpdesk@innovativeinc.net. Acknowledged within one hour.

  • Client portal: Tickets opened via the Client Portal. Acknowledged within one hour.

Urgent Response

Issues that are urgent to you, are urgent to us. Issue resolution times vary by priority level, but you are always in the driver's seat when it comes to defining the priority of your issue.  

  • Critical/System Down: Resources are devoted urgently/promptly until the issue is solved, including working around the clock until you are back up and running. 

  • 1-Day Resolution: Target resolution within 8 business hours. 

  • 2-Day Resolution: Target resolution within 16 business hours. 

  • 3-Day Resolution: Target resolution within 24 business hours. 

  • Low Priority: Target resolution within 40 business hours (1 week). 

After-Hours Support 

The after-hours help desk and on-call technicians are available outside of regular service hours to assist with issues that cannot wait until the next business day, including proactive responses to critical network monitoring and cybersecurity alerts.   

Since all after-hours tickets are critical, resources are devoted immediately and worked until resolved.  

Elements of Your Innovative Partnership

  • Friendly Team of IT Experts

    A team of IT professionals experienced in all aspects of business technology

    Our Team

  • No-Surprise Pricing

    Flat monthly fee pricing includes consulting, support, and maintenance

    Pricing

  • A Proven Process

    From clear onboarding to our speedy help desk, enjoy the ease of managed services.

    Managed Services

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From printer support to a 24/7/365 US-based SOC cybersecurity response team, Innovative’s Managed Services make your IT worries a thing of the past.