Service Level Agreement

1. Scope and Relationship to Contract

• This SLA defines support availability, priorities, and response and target restoration times for managed services provided by SKYTEK.
• It applies to all managed clients unless otherwise stated in a signed MSA or SOW.
• If any term here conflicts with a signed agreement, the MSA or SOW controls.
• Onsite support terms are defined in your MSA or SOW and are not detailed on this public page.

MSA reference: The SKYTEK Master Services Agreement is incorporated by reference into client contracts.

2. Support Availability

Coverage

24×7×365 — all days, all hours.

Channels

• Email: ithelpdesk@skytek.cloud
• Portal: Client support portal (where enabled)
• Phone: Provided in your onboarding packet

Standard Business Hours

Monday through Friday, 8:00 AM – 6:00 PM Eastern Time, excluding U.S. federal holidays.

Non-urgent after-hours tickets are accepted 24×7 and worked according to priority and technician availability.

3. Ticket Priorities and Target Times

We classify incidents and requests by business impact and urgency. The targets below are goals under normal operating conditions.

Definitions. Target Response is the time to human acknowledgment and the start of triage. Target Restoration is the time to return service to normal operation or to provide a reasonable workaround.

Complex incidents, such as vendor defects, third-party outages, or force majeure events, may extend restoration timelines. SKYTEK will communicate progress and next steps throughout.

4. What Is Covered

• Incident response and troubleshooting for in-scope systems under management
• Service requests (adds and changes) for in-scope platforms
• Proactive monitoring alerts and remediation activities
• Security incident triage and containment guidance (in-scope tools)

Service catalogs and in-scope platforms are defined per client in the MSA or SOW and onboarding documentation.

5. Maintenance and Change Windows

• Standard maintenance: Sunday 12:00 AM – 6:00 AM Eastern Time, or agreed windows.
• Emergency changes: May be executed at any time to address security or stability issues; notification is provided as feasible.
• Advance notice: Non-emergency planned work that may impact availability will include reasonable prior notice.

6. Customer Responsibilities

• Use approved support channels and include business impact details when opening tickets.
• Ensure remote access remains available (agent, RMM, VPN).
• Maintain accurate contacts and approvals for after-hours work.
• Keep licensing and vendor contracts in good standing.
• Follow SKYTEK security and acceptable use guidelines as set out in the MSA or SOW.

7. Exclusions

• Third-party or provider outages beyond SKYTEK’s control
• Force majeure events
• Systems, sites, or applications not under management or out of scope
• Work waiting on client approvals or third-party actions
• Projects, migrations, and custom work outside managed scope (handled via SOW)

8. Communication and Status

For active P1 and P2 incidents, SKYTEK provides periodic updates with current status, next actions, and estimated times. Post-incident summaries may be provided upon request for material outages.

9. Changes to This SLA

We may update this SLA to reflect service improvements or legal requirements. Material changes will be posted here with a new Last Updated date and may also be communicated to active clients.

10. Contractual Incorporation

Where referenced in your agreement, this SLA forms part of your contractual terms. In case of conflict, your MSA or SOW prevails. For complete terms, please see the Master Services Agreement.

11. Contact Us

Questions about this SLA or an active ticket? Contact your SKYTEK account manager or the service desk.