Service Level Agreement (SLA)

Last updated: [ngày công bố]

This SLA applies to customers on our Business managed IT plans (Care, Pro, Complete). One-time repair sessions are covered under our standard Terms of Service and Refund Policy instead.

Response Time Commitments

Plan	Response Time
Business Care	Within 1 business day
Business Pro	Within 4 business hours
Business Complete	Within 1 hour, 24/7

[Điều chỉnh lại đúng số giờ thật đã cam kết — đây chỉ là khung mẫu hợp lý theo thông lệ ngành.]

What's Included

Ongoing monitoring, scheduled maintenance, and priority support access, according to the scope described for each plan on our Pricing page.

Escalation

If an issue is not resolved within the committed response time, you may request escalation by replying to your ticket confirmation email or contacting us directly, referencing your Business plan and account details.

Exclusions

This SLA does not cover issues caused by third-party services outside our control (e.g., your internet service provider's outages), hardware failures requiring physical replacement, or requests outside the scope of your subscribed plan.

Reporting

Business Pro and Complete subscribers receive a [monthly/quarterly] summary of support activity upon request.

Contact

For SLA-related questions, contact [email liên hệ thật của RemoteITFix].