Diamond Sub-Contractor SLA Package
This Sub-Contractor SLA is subject to the Prime Contractor Managed Services Agreement and Master Alliance Agreement.
Overview
The Diamond SLA Package provides the ultimate service level commitments for managed services delivered through Alliance Partners to Beneficial Clients. This tier offers true 24/7/365 support with immediate response for the most critical enterprise infrastructure.
Response and Resolution Times
Business Hours Definition: Business Hours are defined as 24x7x365 support: Around-the-clock coverage, every day of the year.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 15 Minutes | 1 Business Hour |
| 2 | 30 Minutes | 2 Business Hours |
| 3 | 1 Business Hour | 4 Business Hours |
| 4 | 2 Business Hours | 1 Business Day |
| 5 | 4 Business Hours | 2 Business Days |
| 6 | Best Effort | Best Effort |
Service Level Commitments
Response Times
Response times are measured from notification through the Alliance Partner, with the most critical incidents receiving response within 15 minutes.
Availability Guarantees
Diamond tier provides maximum availability commitments with continuous monitoring, AI-powered predictive analytics, dedicated resources, and immediate escalation.
Support Coverage
Diamond SLA provides true 24/7/365 support coverage with dedicated support staff and immediate access through the Alliance Partner’s coordination.