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Trust · Service levels

A real SLA. In writing.

Response-time targets, credit-back if we miss, and a public quarterly report on how we did.

A lot of IT providers stay vague about response times. We write ours down. Every Topping Technologies managed-services client gets the same targets below, put into your agreement and measured every quarter.

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Response-time tiers

Every ticket gets a priority and a clock

Standard response-time targets
PriorityWhat it coversResponse target
P1 · CriticalBusiness stopped Outage, downed server or network, a site offline, or a security incident in progress. An engineer is actively working it within one hour. 15 min
P2 · HighMajor impact A core system degraded or a group of users blocked. Painful and urgent, though the business is still moving. 30 min
P3 · StandardSingle user / request An individual issue, a question, or a routine change request. Handled fast, in order, without the noise of an emergency. 4 hrsbusiness hours

Miss the target? You get a credit.

A response target only means something if missing it costs us. So if we miss a committed target on your tickets, you get a service credit on your next invoice, on a schedule already written into your agreement. It is settled up front, so there is nothing to haggle over later.

Every quarter, you also get a plain report of how we did against these numbers across your account.

The credit schedule and any higher-touch targets are finalized in your service agreement. Treat these standard targets as the starting point: sub-15-minute response and 24/7 on-site options are available for critical sites.
Why this matters

None of the big names will put this in writing

When we looked at the regional field, not one competitor published a response-time guarantee on a public page or in a standard contract. An SLA with credit-back terms is about the clearest trust signal an IT partner can give, so we lead with it.

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Frequently asked questions

When does the response clock start?
The clock starts the moment a ticket comes in by phone, the portal, or a monitoring alert. That happens at creation, before an engineer has even picked it up. Priority gets set at intake using the definitions below.
What counts as a P1 critical incident?
A full outage or a security incident that stops the business cold: a downed server or network, a site offline, suspected ransomware, or a breach in progress. P1 carries a 15-minute response target, and an engineer is working it within the hour.
What is the service credit if you miss a target?
If we miss a committed response target, you get a service credit on your next invoice. The exact schedule lives in your agreement, and we report against it every quarter, so there is nothing to argue about after the fact.
Do you really publish your adherence numbers?
Yes. Every quarter you get a report on how we did against these targets across your own tickets. A lot of providers keep that number to themselves. We put it in front of you so you can hold us to it.
Is the SLA the same for every client?
These are the standard targets. If you need more, higher-touch tiers like sub-15-minute response or 24/7 on-site for critical sites are available and written into your agreement. The free scope review sets the right level for your environment.

Hold us to it.

Ask for the SLA in your proposal. We'll write these targets and the credit terms into your agreement before you sign anything.

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