Service Level Agreements (SLAs)

At ZephyrTek, our Service Level Agreements (SLAs) are designed to cater to a diverse range of client needs, ensuring that every business receives the support and resources it requires. We offer three distinct levels of service: LITE, PLUS, and ELITE. Each tier is crafted to provide varying degrees of priority and support, enabling our clients to choose the level that best aligns with their operational demands and budgetary considerations.

Our LITE package is ideal for businesses that require reliable, business-hour support without the need for around-the-clock assistance. Clients opting for the LITE service receive helpdesk support during standard business hours (9 AM - 5 PM) and can access after-hour services from 6 PM to 9 PM. The PLUS package, on the other hand, extends these benefits further, offering the same business-hour and after-hour support but with a higher priority level. This ensures quicker response times and more efficient problem resolution, making it perfect for growing businesses with moderate support needs.

For enterprises demanding the utmost in service and support, our ELITE package is unparalleled. ELITE clients enjoy top-priority status and the added advantage of 24/7 helpdesk support, guaranteeing immediate assistance at any hour of the day or night. This level of service is specifically designed for businesses where uptime is critical and any downtime could result in significant operational disruptions. By choosing the ELITE package, clients can rest assured that ZephyrTek's dedicated support team is always available, ready to address any issues promptly and effectively.