Service Level Agreement (SLA)

Co-Managed Customers

Last Updated: January 2025

This SLA defines service expectations between 2Fifteen Tech and co-managed customers whose internal IT team collaborates with us for shared service delivery.

Quick Reference
  • Coverage: Monday-Friday, 8:30 AM - 5:30 PM Mountain Time
  • Email: support@215.tech
  • Phone/Text: 385-237-0481
  • Resolution Target: 24-hour average (measured monthly)

1. Scope

This SLA applies to support tickets and service requests submitted to 2Fifteen Tech under a co-managed model. Coverage includes:

  • Remote support
  • Standard requests
  • Incident response triage
  • Coordination with customer IT for escalations

2. How to Submit Tickets

Tickets must be submitted through one of the following channels to be tracked and covered by this SLA:

3. Hours of Coverage

Coverage Type Details
Standard Hours Monday-Friday, 8:30 AM to 5:30 PM Mountain Time
Holidays We observe the holiday schedule at 215.tech/holidays
After-Hours Not included in co-managed support
Weekend/After-Hours Projects Quoted separately as Professional Services with its own SOW

4. Response and Resolution Targets

4.1 Targets

  • First Response: Best effort. We aim to acknowledge new tickets as quickly as possible during coverage hours.
  • Resolution Time: 24-hour average across all tickets, measured monthly.

4.2 Definitions

Term Definition
First Response The initial human acknowledgement and triage communication.
Resolution When the service is restored, a viable workaround is provided, or the request is fulfilled.
Paused Tickets Tickets awaiting vendor coordination or customer action are excluded from time-to-resolution calculations while waiting.

5. Customer and Co-Managed Responsibilities

To ensure efficient service delivery, customers are expected to:

  • Provide accurate contact details, affected systems, impact, and urgency when opening tickets
  • Maintain current admin access and vendor credentials needed for troubleshooting, or promptly assist with access
  • Perform agreed onsite tasks, hardware swaps, or user communications when requested
  • Approve changes and maintenance windows as needed

6. Exclusions

The following are not covered by this SLA unless explicitly included in a written SOW:

  • Project work
  • Major migrations
  • New system rollouts
  • Tasks outside standard support

Additionally, the following are excluded from timing targets (though we will coordinate best-effort updates):

  • Force majeure events
  • Upstream carrier or SaaS outages
  • Vendor defects beyond our control

7. Communication and Status Updates

  • Status updates are provided in-ticket
  • For P1 incidents, we provide periodic updates until service is restored
  • If customer action is required, the ticket may be paused until dependencies are resolved

8. Measurement and Reporting

Metrics are measured monthly across all in-scope tickets:

  • First response timeliness
  • Average resolution time
  • SLA attainment by priority

We will review trends jointly to improve processes and reduce recurring issues.

9. Changes to this SLA

2Fifteen Tech may update this SLA to reflect service improvements or changes in operating hours. Material changes will be communicated in advance.

10. Support Contact

For support, submit via: