Service Level Agreement

We adhere to standard SLAs as well as customize service levels based on your needs.

Service Level Agreement (SLA) and its Purpose

Last Updated: April 21, 2020

SLAs are a key part of IT Service Management (ITSM). It defines what Clients can expect with regard to the reliability and timeliness of the services provided by MotivIT and define metrics for measuring these service levels. The intent of this Service Level Agreement is to ensure that our Clients understand MotivIT’s commitment for an effective support experience in respect with our response time and resolution time goals.

MotivIT Commitment

We are committed to respond and acknowledge your request within the specified times:

Priority Levels Requests

RESPONSE TIME

Infrastructure

Application

P1 – Multiuser, no workaround

30 mins

30 mins

P2 – Multiuser with workaround

1 hour

1 hour

P3 – Single user, workaround

Same day

Same day

P4 – Single user, workaround available

Same day

Same day

P5 – Request/Enhancement

Next business day

Next business day

Response times will not exceed the times shown above, and we will attempt our best efforts to respond sooner if possible.

What does “Response Time” Mean?

Under this SLA, response time refers to how quickly we respond to your request/issue that was raised either via our ticketing system, email or phone. This also includes our actual response (automated responses do not count) with our pledge to have a support agent work on your request.

What does “Resolution Time” Mean?

Resolution time refers to the amount of time where the request/issue is resolved and productivity is resumed. A resolution is provided on an ASAP and best-effort basis. Any long-term steps that may be required to accomplish a permanent solution will be separately addressed.

You Guarantee to Respond but Not Fix it?

YES – There’s no specific resolution times for each service requests. This is because resolution time is subjected to the nature of request or issue. MotivIT shall provide you with an acknowledgment of the Priority Levels Requests and will use commercially reasonable efforts to respond as necessary.

Resolution time will vary depending on the severity of the issue; factors such as vendor hardware or software support are not always within MotivIT control. MotivIT will take steps to provide temporary workarounds while a viable and long-term solution is being worked on.

MotivIT’s SLA Definitions:

MotivIT shall classify Priority Levels’ Requests using the following definitions:

  • P1 – Multiuser, no workaround
    – Directly affects the company or end user and identified to be critical to the business.
    Example: Production Server down
  • P2 – Multiuser with workaround
    – Describes a situation where production system(s) down or severely degraded, impacting significant aspects of business operations.
    Example: Wireless down, wired LAN is still available
  • P3 – Single user, workaround
    – Describes a situation where an individual’s PC or end-user service is impacted or a production system(s) is degraded.
    Example: Laptop display not working
  • P4 – Single user, workaround available
    – Affects a user or site with low business impact and is non-urgent. Non-critical, with no critical time dependencies.
    Example: Inability to print
  • P5 – Request
    – These all requests for new hardware, software, or access.
    Example: Software installation request

Why is your response taking so long?

It is our goal to respond and acknowledge requests continuously. However, please note that our Support Coverage is provided during the following hours:

  • Business Hours 9 AM to 5 PM local time zones (Pacific Standard Time - PST, China Standard Time - CST) Monday through Friday excluding holidays.
  • After Hours Support 6 PM to 8 AM weekdays and 24/7 weekend support provided by our Network Operations Center (NOC).

Who determines the Priority Level of the Issue?

The priority of each request shall be reviewed, determined, and set by MotivIT. As your Managed Service Provider, it is our responsibility to know your business and your IT environment to be able to make an accurate decision in defining the priority of requests.

In case we might get this wrong and fail to fully understand the severity and scope of the reported issue, please let us know if you believe any issue should be on a different priority level and our support team will review and if necessary adjust accordingly.

I have an issue with your service, who can I contact?

If there are issues with the processing of a service request, please refer to the following escalation channels (See Escalation Contact Information). Your request will be promptly reviewed and appropriate actions will be taken where necessary.

How do I raise a service request?

Service request have to be raised in a specific way via the following:
a. Service Desk (servicedesk.motivit.com). This is the recommended method for requesting service. Our Service Desk Ticketing System allows Clients to create support incidents using their email address and is accessible 24 hrs/day and 7 days a week. All tickets are routed to appropriate support agents who are available to assist and Clients can keep track of their ticket’s progress directly on the Support Portal. Requests made using the Support Portal Ticketing System will be processed base on SLA.

b. Service Desk Email (servicedesk@motivit.com). Clients may choose to submit requests via email that will be processed and automatically generate a ticket on our Service Desk Ticketing System to keep all requests organized.

c. Support Hotline (+1 877 350 3300). Our Support hotline is always available during business hours for prompt assistance in support coordination and general inquiries.

I submitted a request using MotivIT website’s Contact form, but received no response

Our website’s Contact Us form is intended for Sales Inquiries only. Any inquiry or requests that require technical assistance is not covered by our SLA however we always strive to ensure every request is attended to within one business day.

Do you deliver Onsite Support?

Onsite Support is at MotivIT’s discretion, and Client will be provided a quote and may include additional fees such as travel time and/or higher hourly rates may apply depending on the case (ex. during afterhours and holidays).

Where can I find your service pricing?

To get the latest pricing, please contact your Technical Account Manager or reach out to our Sales Department via email at sales@motivit.com.

Our MotivIT website also features a free Cost Calculator page (www.motivit.com/cost-calculator) that automatically calculates an indicative pricing based on details provided of your IT infrastructure technology environment. An actual quotation will be provided upon review with our Sales Team.

Any service exclusions?

Excluded Services. Services rendered under this SLA do not include:

  • Implementation of products or delivery of services not listed on this SLA.
  • Cost of any software, licensing, or software renewal or upgrade fees of any kind.
  • Cost of any 3rd party vendor or manufacturer support or incident fees of any kind.
  • Evaluation of Client’s current practices, policies and procedures for the purposes of performance improvement.
  • Use of the Equipment for a purpose for which it was not designed.
  • Damage caused by viruses, spyware or lack of firewall and basic system protection measures.
  • Training service of any kind.
  • Service interruptions, deficiencies, degradations or delays due to any access lines, cabling or equipment provided by third parties.
  • Service and repair made necessary by the repair, alteration or modification of equipment covered by this SLA, other than that authorized by us or an authorized service provider.
  • Repairs, alterations, software installations or modifications of equipment made by employees or representatives of Client.
  • Recoveries of any software, data, file structures, or file security due to a crashed hard drive.
  • Maintenance of applications software packages, whether acquired from us or any other source.
  • Programming (modification of software code) and program (software) maintenance.
  • Periods of scheduled maintenance and required repairs.
  • Causes beyond our control.
  • Downtimes that occur as a result of power or heat issues.
  • Causes that are not reasonably foreseeable, including but not limited to, interruption or failure of telecommunications links or Internet slow-downs or failures.
  • 3rd party patches to Client’s Network or patches to applications.
  • Out-of-date Client contact information.
  • Any major changes, such as a version upgrade or complete reinstallation in operating system or Microsoft application such as SQL or Exchange.
  • Any major change such as a version upgrade or replacement in major application such as ERP or Accounting Systems.
  • Activities related to any lawsuit, legal inquiry, e-discovery or other unforeseen request.

Service Date Exceptions. Service exceptions to coverage during holidays:

HOLIDAY

DATE

HOURS OF OPERATION (PACIFIC TIME)

New Year's Day

January 1

Limited Support

Memorial Day

Last Monday in May

Limited Support

Independence Day

July 4

Limited Support

Labor Day

First Monday of September

Limited Support

Thanksgiving Day

Fourth Thursday & Friday of November

Limited Support

Christmas Day

December 25

Limited Support

*Limited Support – Limited number of agents to assist issues or incidents.

More Questions?

If you have more questions relating to this SLA, please contact your Technical Account Manager.

*Note: Unless you have 24/7 support, all timeframes and ‘continuously’ means during business hours.

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We adhere to standard SLAs as well as customize service levels based on your needs.