SLA’s

IT Management Services

Remote Desktop Support Service Levels

Techacci will respond to remote desktop support related incidents and/or requests submitted by the Client either by phone or email within the following time frames or as otherwise discussed and agreed to:

  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 24 hours for issues classified as Medium priority.
  • Within 48 hours for issues classified as Low priority.

Business hours are: Monday to Friday from 9:00am to 5:00pm.