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
Help Desk
Tier 1 to 3 technical support
SOC / Threat Detection
Security operations center monitoring
Cloud Infrastructure
Azure, AWS, and M365 management
Email Security
Anti-phishing, spam filtering, and encryption
Backup & DR
Backup verification and disaster recovery
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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