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Allogro’s Standard Service Level Agreement (SSLA)
Brief Summary of Key Provisions
A few key provisions contained in the SSLA:
- Standard Business Hours are from 10:00 AM to 6:00 PM Monday- Friday
Extended Hours are from 8:00 AM to 10:00 AM and 6:00 PM to 10:00 PM Monday through Friday and 8:00 AM to 10:00 PM Saturday and Sunday.
After Hours are available from 10:00 PM to 8:00 AM daily.
Extended and After Hours service are offered at premium hourly rates. - Allogro observes Easter, Thanksgiving, and Christmas beginning at 6:00 PM the evening prior until 8:00 AM the morning following. Premium Holiday Rates are in effect during those three periods. Clients must pay for an Emergency Uplift to initiate a service call during those periods.
- Other standard holidays are working days billed comparably to a weekend day. Staff availability is reduced, and we avoid scheduling appointments on holidays.
- If standard scheduling does not meet your service needs, emergency uplifts and priority service scheduling are available for additional costs that must be prepaid.
- Service is provided as a “best effort”.
Downloads
PDF Version of the full Standard Service Level Agreement (SSLA 01-Sep-2006)
Revisions
2006-Sep-01: Allogro SSLA version 1.0. Replaces all earlier generic Acorn IT Group policies covering the same topics.
For updates to this policy, please bookmark http://Allogro.com/go/SSLA
