KB-310: Service Level Agreement (SLA) Reference
LeanTech IT Solutions — Internal Knowledge Base
Document ID: KB-310
Effective Date: January 10, 2020
Last Reviewed: June 30, 2025
Classification: Internal — All Staff
1. Purpose
This document outlines the Service Level Agreement (SLA) targets that LeanTech IT Solutions is contractually obligated to meet for its managed services clients. All support engineers must be aware of these targets as they directly impact client satisfaction, contract renewals, and company performance metrics.
2. Response Time SLAs
Response time is measured from when the client first contacts support to when an engineer acknowledges the issue and begins investigation.
Severity |
Target Response Time |
Maximum Response Time |
|---|---|---|
Critical |
5 minutes |
15 minutes |
High |
15 minutes |
30 minutes |
Medium |
30 minutes |
1 hour |
Low |
1 hour |
4 hours |
Response time starts when the client sends a message, email, or initiates a call — not when the engineer sees it. Monitor your channels actively during your shift.
3. Resolution Time SLAs
Resolution time is measured from ticket creation to the issue being marked as “Resolved.”
Severity |
Target Resolution Time |
Maximum Resolution Time |
|---|---|---|
Critical |
30 minutes |
1 hour |
High |
1 hour |
4 hours |
Medium |
4 hours |
8 hours (1 business day) |
Low |
8 hours |
24 hours (3 business days) |
If you anticipate exceeding the target resolution time, notify your Team Leader and update the client with an estimated timeline. Proactive communication prevents SLA breach complaints.
4. Uptime SLAs
LeanTech guarantees the following minimum uptime percentages for managed client servers:
Service Tier |
Monthly Uptime Target |
Maximum Allowable Downtime/Month |
|---|---|---|
Premium |
99.9% |
~43 minutes |
Standard |
99.5% |
~3.6 hours |
Basic |
99.0% |
~7.3 hours |
Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from uptime calculations.
5. SLA Breach Consequences
When SLA targets are breached, the following occurs:
Breach Type |
Impact |
|---|---|
Response time breach |
Flagged in monthly report; client may receive service credit |
Resolution time breach |
Team Leader review; documented in engineer’s performance record |
Uptime breach |
Service credit issued to client; root cause analysis (RCA) required within 48 hours |
Repeated breaches (3+ in 30 days) |
Operations Manager review; potential account reassignment |
6. SLA Exclusions
The following situations are excluded from SLA calculations:
Scheduled maintenance with prior client notification (48-hour minimum notice)
Force majeure events (natural disasters, power grid failures, etc.)
Issues caused by the client’s own actions (unauthorized changes, credential sharing, etc.)
Third-party service outages beyond LeanTech’s control (upstream ISP, cloud provider, etc.)
7. Reporting
SLA compliance is tracked automatically. Monthly SLA reports are generated and shared with: - Team Leaders (per-engineer breakdown) - Operations Managers (per-team and per-client breakdown) - Clients (summarized performance report)
Individual engineers can view their SLA performance through the internal dashboard.