Platinum Sub-Contractor SLA Package
This Sub-Contractor SLA is subject to the Prime Contractor Managed Services Agreement and Master Alliance Agreement.
Overview
The Platinum SLA Package provides enterprise-grade service level commitments for managed services delivered through Alliance Partners to Beneficial Clients. This tier offers near-24/7 coverage with the fastest response times for mission-critical infrastructure.
Response and Resolution Times
Business Hours Definition: Business Hours are defined as 16x7 support: Seven days a week, 5AM to 9PM Pacific time.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 30 Minutes | 2 Business Hours |
| 2 | 1 Business Hour | 4 Business Hours |
| 3 | 2 Business Hours | 1 Business Day |
| 4 | 4 Business Hours | 2 Business Days |
| 5 | 1 Business Day | 3 Business Days |
| 6 | Best Effort | Best Effort |
Service Level Commitments
Response Times
Response times are measured from notification through the Alliance Partner, with critical incidents receiving response within 30 minutes.
Availability Guarantees
Platinum tier provides enterprise availability commitments with continuous monitoring, predictive analytics, and immediate incident response.
Support Coverage
Platinum SLA provides near-24/7 support coverage (16x7, 5AM to 9PM Pacific time) through the Alliance Partner’s coordination.