Service Level Agreement (SLA) — Co‑Managed Customers

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

Scope

  • 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, and coordination with customer IT for escalations.

How to Submit Tickets

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

Hours of Coverage

  • Standard business hours: Monday–Friday, 8:30 AM to 5:30 PM Mountain Time.
  • Holidays: We observe the holiday schedule outlined here: 215.tech/holidays.
  • Co‑managed coverage: We do not offer after‑hours or weekend coverage for co‑managed support.
  • After‑hours or weekend projects: If work is required outside business hours, it will be quoted separately as a Professional Services engagement with its own SOW and schedule.

Response and Resolution 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.

Notes:

  • "First Response" is the initial human acknowledgement and triage communication.
  • "Resolution" is when the service is restored, a viable workaround is provided, or the request is fulfilled.
  • Some issues require vendor coordination or customer action; such tickets may be paused pending third‑party or customer tasks and are excluded from time‑to‑resolution calculations while waiting.

Customer and Co‑Managed Responsibilities

  • 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.

Exclusions

  • Project work, major migrations, new system rollouts, and tasks outside standard support are not covered by this SLA unless explicitly included in a written SOW.
  • Force majeure events, upstream carrier or SaaS outages, and vendor defects beyond our control are excluded from timing targets, though we will coordinate best‑effort updates.

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.

Measurement and Reporting

Metrics are measured monthly across all in‑scope tickets: first response timeliness, average resolution time, and SLA attainment by priority. We will review trends jointly to improve processes and reduce recurring issues.

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.

Support Contact

For support, submit via support@215.tech or call/text 385‑237‑0481.