Trust Center›Reliability

Enterprise Reliability Metrics

Every metric below is measured, tracked, and reported quarterly. We publish our performance data openly — because accountability is not optional.

99.9%

Uptime SLA Guarantee

< 15 min

P1 Emergency Response

98.4%

Client Satisfaction Q1 2026

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All Performance Metrics — Q1 2026

⚡

99.9%

Service Uptime SLA

Measured monthly across all managed clients

→ Stable

🚨

< 15 min

Emergency Response

Average time to first response on P1 incidents

→ Stable

⭐

98.4%

Client Satisfaction

Based on post-engagement surveys, Q1 2026

↑ Improving

🎫

< 4 hours

Ticket Resolution (P2)

Average resolution time for high-priority tickets

↑ Improving

🔧

96.8%

Repair Success Rate

Devices repaired successfully on first attempt

↑ Improving

📊

< 8.7 hrs

Annual Downtime (SLA)

Maximum annual downtime under 99.9% SLA

→ Stable

💾

99.1%

Data Recovery Rate

Successful data recovery from failing media

→ Stable

🏆

100%

Technician Certifications

All technicians hold at least one industry cert

→ Stable

Service Level Agreement — Response Times

Priority Tier

Response

Resolution

Example Scenarios

Priority 1 — System Down

< 15 min

< 4 hours

Server failure, full network outage, total data loss

Priority 2 — Major Degradation

< 1 hour

< 8 hours

Partial outage, major slowdown, email failure

Priority 3 — Minor Issue

< 4 hours

< 24 hours

Single user issue, non-critical software problem

Priority 4 — Request / Query

< 1 day

< 3 days

New user setup, configuration request, inquiry

* SLA applies to Managed IT clients on Business Plan and above. Response times measured from initial ticket submission.

Quarterly Performance History

Quarter

Uptime

Satisfaction

P1 Avg Response

Repair Success

Q2 2025

99.94%

97.8%

12 min

96.2%

Q3 2025

99.91%

98.1%

11 min

96.5%

Q4 2025

99.97%

98.3%

10 min

97.1%

Q1 2026 ★

99.95%

98.4%

11 min

96.8%

★ Most recent quarter. Data sourced from internal PSA system. Available upon request for enterprise procurement.

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Enterprise clients may negotiate custom SLA terms, dedicated response teams, and enhanced availability guarantees.

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All Performance Metrics — Q1 2026

⚡

99.9%

Service Uptime SLA

Measured monthly across all managed clients

→ Stable

🚨

< 15 min

Emergency Response

Average time to first response on P1 incidents

→ Stable

⭐

98.4%

Client Satisfaction

Based on post-engagement surveys, Q1 2026

↑ Improving

🎫

< 4 hours

Ticket Resolution (P2)

Average resolution time for high-priority tickets

↑ Improving

🔧

96.8%

Repair Success Rate

Devices repaired successfully on first attempt

↑ Improving

📊

< 8.7 hrs

Annual Downtime (SLA)

Maximum annual downtime under 99.9% SLA

→ Stable

💾

99.1%

Data Recovery Rate

Successful data recovery from failing media

→ Stable

🏆

100%

Technician Certifications

All technicians hold at least one industry cert

→ Stable

Service Level Agreement — Response Times

Priority Tier

Response

Resolution

Example Scenarios

Priority 1 — System Down

< 15 min

< 4 hours

Server failure, full network outage, total data loss

Priority 2 — Major Degradation

< 1 hour

< 8 hours

Partial outage, major slowdown, email failure

Priority 3 — Minor Issue

< 4 hours

< 24 hours

Single user issue, non-critical software problem

Priority 4 — Request / Query

< 1 day

< 3 days

New user setup, configuration request, inquiry

* SLA applies to Managed IT clients on Business Plan and above. Response times measured from initial ticket submission.