Published Performance Snapshot
Service Status & SLA Performance
Transparency you can trust. Review our published service performance and SLA metrics for managed IT services across Southern California.
Published Snapshot
Service Performance
Published uptime metrics and service scope for our managed services.
Network Monitoring (NOC)
24/7 network monitoring and alerting
99.97%
Published
Help Desk
Tier 1 to 3 technical support
99.95%
Published
SOC / Threat Detection
Security operations center monitoring
99.99%
Published
Cloud Infrastructure
Azure, AWS, and M365 management
99.98%
Published
Email Security
Anti-phishing, spam filtering, and encryption
99.96%
Published
Backup & DR
Backup verification and disaster recovery
99.99%
Published
Performance
Published SLA Metrics
Our most recently published performance against service level commitments.
Metric
SLA Target
Actual
Status
Critical Issue Response
≤ 15 min
11 min avg
Met
High Priority Response
≤ 1 hour
38 min avg
Met
Standard Request Response
≤ 4 hours
2.1 hr avg
Met
First-Call Resolution Rate
≥ 75%
82%
Met
Client Satisfaction (CSAT)
≥ 95%
97.3%
Met
Network Uptime SLA
99.9%
99.97%
Met
Expect This Level of Performance for Your Business
Our SLA commitments are backed by contractual guarantees, with published service performance summarized here.
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