Last updated: October 10, 2025 • Version: v1.2

At SKYTEK Solutions, we’re committed to delivering reliable, world-class IT support with clear response standards and always-on availability. This public SLA describes our baseline service levels for managed clients and is incorporated by reference into active agreements as noted below.

1. Scope & Relationship to Contract

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

MSA reference: The SKYTEK Master Service Agreement (MSA) is available at Master Service Agreement and 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 (if enabled)
  • Phone: Provided in onboarding packet
• Standard Business Hours: Monday–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 & Target Response/Restoration

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

Definitions: Target Response = time to human acknowledgment & triage start. Target Restoration = time to return service to normal operation or to provide a reasonable workaround.

Complex incidents (e.g., vendor defects, third-party outages, force majeure) may extend restoration timelines. SKYTEK will communicate progress and next steps throughout.

4. What’s Covered

• Incident response and troubleshooting for in-scope systems under management
• Service requests (adds/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/SOW and onboarding documentation.

5. Maintenance & Change Windows

• Standard maintenance: Sunday 12:00 AM–6:00 AM ET or agreed windows.
• Emergency changes: May be executed at any time to address security or stability issues; notifications 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/vendor contracts in good standing.
• Follow SKYTEK security and acceptable use guidelines (per MSA/SOW).

7. Exclusions

• Third-party/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/custom work outside managed scope (handled via SOW)

8. Communication & Status

For active P1/P2 incidents, SKYTEK provides periodic updates with current status, next actions, and ETAs. 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/SOW prevails. For complete terms, please see the Master Service Agreement.

Questions? Contact your SKYTEK account manager or the service desk at ithelpdesk@skytek.cloud.