SSLA

Allogro’s Standard Service Level Agreement (SSLA)

Brief Summary of Key Provisions

A few key provisions contained in the SSLA:

1. 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.
2. 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.
3. Other standard holidays are working days billed comparably to a weekend day. Staff availability is reduced, and we avoid scheduling appointments on holidays.
4. If standard scheduling does not meet your service needs, emergency uplifts and priority service scheduling are available for additional costs that must be prepaid.
5. 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