- [email protected]
- 150 King Street West Suite 392 Toronto, Ontario M5H 1J9
- +1 647-277-4813
TRIOTECH SYSTEMS provides structured technical support and operational response based on the severity and business impact of an issue.
For services covered by an applicable service agreement, incidents are classified by severity and handled according to the response targets below.
Critical incidents with significant or complete loss of service.
High-impact incidents causing substantial degradation or affecting important production functionality.
Non-critical issues that affect functionality but do not cause a major service interruption.
Routine requests and issues with limited or no immediate operational impact.
Response time means the time taken to acknowledge the incident and begin handling it.
Response time does not represent a guaranteed resolution time. Resolution depends on the severity and complexity of the incident, the affected environment, third-party dependencies, required client actions, and other technical factors.
The time taken to acknowledge an incident and begin handling it.
The time required to resolve an incident may vary based on its complexity, dependencies, and technical conditions.
Uptime commitments are defined according to the applicable service agreement and client contract.
Specific uptime targets, planned maintenance windows, exclusions, measurement methods, and any applicable service credits are confirmed in the applicable agreement before service begins.
Uptime targets are service-specific and are established in the applicable client agreement rather than published as a universal commitment.
Depending on the service and agreement, TRIOTECH SYSTEMS may provide monitoring, alerting, incident response, escalation, remediation, and ongoing infrastructure support.
Our 24/7 monitoring services are designed to detect and respond to infrastructure issues continuously, with defined response procedures and escalation paths.
Continuous infrastructure monitoring and alerting.
Structured handling and escalation of operational incidents.
Technical investigation and corrective action where included.
Infrastructure and operational support based on the applicable agreement.
These response targets apply only to services and support arrangements covered by the applicable client agreement or SLA.
For engagements requiring defined response times and service commitments, contact TRIOTECH SYSTEMS to discuss the appropriate support and SLA structure.