Setting Clear Expectations for Reliable Service
Service-level agreements (SLAs) outline how NDIT supports your agency—defining the services we provide, how we respond to issues, and what you can expect to keep your operations running smoothly.
Why Are SLAs Important?
SLAs are essential for:
- Explaining the services we provide.
- Setting key response and resolution times.
- Defining how we handle or escalate inquiries.
- Ensuring our support matches your business needs.
In a nutshell, SLAs give you clear expectations on what support you’ll receive, how quickly we’ll respond to situations, and who to contact if something needs to be escalated.
Our SLA Structure
Our approach is super simple! We group SLAs into two categories to keep things clear:
- Enterprise SLA: This applies to all services—covering incident management, request fulfillment, and escalation handling.
- Service-Specific SLAs: These apply to individual services such as Active Directory, desktop support, Office 365, and SharePoint.
Have Questions? We’ve Got You.
If you’d like to learn more about how we manage SLAs or get more details for a specific service, please contact us—we’ll be happy to assist you!