Structured, severity-based response.
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 agreement, incidents are classified by severity and handled against the targets below.
Response targets by priority.
For services covered by an applicable agreement.
Critical incidents with significant or complete loss of service.
- Production outage
- Critical security incident
- Major infrastructure failure
- Significant loss of service
High-impact incidents causing substantial degradation or affecting important production functionality.
- Major service degradation
- Important production failure
- Significant infrastructure issue
- Substantial business impact
Non-critical issues that affect functionality but do not cause a major service interruption.
- Non-critical service issue
- Configuration problem
- Limited production issue
- Limited business impact
Routine requests and issues with limited or no immediate operational impact.
- General support request
- Minor issue
- Documentation request
- Routine assistance
Response time is not resolution time.
Response time
The time taken to acknowledge an incident and begin handling it. It is not a guaranteed resolution time.
Resolution time
Depends on the severity and complexity of the incident, the affected environment, third-party dependencies and any required client actions.
Uptime, defined per agreement.
Uptime commitments are defined in the applicable service agreement. Specific targets, planned maintenance windows, exclusions, measurement methods and any service credits are confirmed before service begins, rather than published as a universal commitment.
24/7 monitoring and escalation.
Depending on the service and agreement, we provide monitoring, alerting, incident response, escalation, remediation and ongoing infrastructure support.
24/7 monitoring service- MonitoringContinuous infrastructure monitoring and alerting.
- Incident responseStructured handling and escalation of operational incidents.
- RemediationTechnical investigation and corrective action where included.
- Ongoing supportInfrastructure and operational support based on the applicable agreement.
What your agreement defines.
These targets apply only to services covered by the applicable client agreement or SLA.
Need guaranteed response times?
For engagements that need defined response times and service commitments, talk to us about the right support and SLA structure.