Service Level Agreement

Effective Date: August 28, 2026  |  Last Updated: August 28, 2026

This Service Level Agreement ("SLA") outlines the standards Optimum Choice Technologies aims to meet when supporting clients under an active service or support engagement. Specific SLA terms may be tailored per contract; where no separate agreement exists, the terms below apply as our standard commitment.

1. Scope of Support

This SLA covers support requests related to services we actively manage for a client, including networking, infrastructure, cloud services, security systems, and hosted or maintained web/software solutions. It does not cover issues arising from third-party hardware failure, force majeure events, or changes made by parties outside OCT without our involvement.

2. Support Channels & Hours

Support requests can be logged via phone, email, or WhatsApp. General enquiries are monitored 24/7; active managed-service clients receive priority handling per their service agreement.

3. Priority Levels & Response Times

Priority Definition Target Response Target Resolution
Critical Complete service outage or security breach affecting business operations Within 1 hour 4–8 hours
High Major functionality impaired, no workaround available Within 4 hours 1 business day
Medium Partial impact with an available workaround Within 1 business day 3 business days
Low Minor issue, general question, or enhancement request Within 2 business days 5–10 business days

Response and resolution targets are best-effort commitments and may vary based on issue complexity, third-party dependencies, or the specific terms of a client's service contract.

4. Scheduled Maintenance

Where we manage infrastructure on your behalf, planned maintenance that may affect availability will, wherever possible, be scheduled outside business hours and communicated at least 24 hours in advance.

5. Exclusions

6. Escalation

If a support request is not progressing to your satisfaction within its target response window, you may request escalation by replying to your support ticket or contacting us directly using the details above.

7. Changes to This SLA

We may update this general SLA from time to time. Clients with a signed service contract will be notified of any material change affecting their specific agreement.

8. Contact Us