Gold Sub-Contractor SLA Package
This Sub-Contractor SLA is subject to the Prime Contractor Managed Services Agreement and Master Alliance Agreement.
Overview
The Gold SLA Package provides premium service level commitments for managed services delivered through Alliance Partners to Beneficial Clients. This tier offers priority support with rapid response times and comprehensive coverage suitable for business-critical systems.
Response and Resolution Times
Business Hours Definition: Business Hours are defined as 12x7 support: Seven days a week, 6AM to 6PM Pacific time.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 1 Business Hour | 4 Business Hours |
| 2 | 2 Business Hours | 8 Business Hours |
| 3 | 4 Business Hours | 3 Business Days |
| 4 | 2 Business Days | 4 Business Days |
| 5 | 2 Business Days | 5 Business Days |
| 6 | Best Effort | Best Effort |
Service Level Commitments
Response Times
Response times are measured from when Company is notified through the Alliance Partner, with priority 1 incidents receiving response within 1 Business Hour.
Availability Guarantees
Gold tier provides premium availability commitments with comprehensive monitoring, proactive maintenance, and rapid incident response coordinated through the Alliance Partner.
Support Coverage
Gold SLA provides comprehensive 12x7 support coverage (6AM to 6PM Pacific time, seven days a week) through the Alliance Partner’s coordination.