Service Level Agreement for Managed Services & Support
This SLA describes typical response and resolution targets for managed services, support retainers, and maintenance engagements delivered by KF Orion Tech & Build.
1. Scope
This SLA applies to clients who have an active support or managed services agreement with KF Orion Tech & Build. Specific system-level or volume details may be outlined in each client’s SOW or contract.
2. Support Hours
Standard support hours are:
- Monday – Friday, 10:00–19:00 PKT
- Critical P1 emergencies may be handled on best-effort basis outside these hours (if agreed)
3. Incident Priority Levels
Incidents are classified into four priorities:
| Priority | Description |
|---|---|
| P1 – Critical | Production down, major outage, or severe security issue. |
| P2 – High | Core functionality broken but site still partially operational. |
| P3 – Medium | Non-critical bugs, degraded performance, minor functionality issues. |
| P4 – Low | UI changes, small non-urgent tasks, content fixes. |
4. Target Response & Resolution Times
Typical SLA response and resolution targets are:
| Priority | First Response | Resolution Target |
|---|---|---|
| P1 – Critical | Within 1 business hour | Fix/workaround within 4–8 business hours |
| P2 – High | Within 2 business hours | 1–2 business days |
| P3 – Medium | Within 1 business day | 3–5 business days |
| P4 – Low | Within 2 business days | Next planned sprint/cycle |
These are best-effort targets. Timelines may vary based on complexity, third-party dependencies, or scope changes.
5. Uptime & Availability
Hosting providers used by KF Orion Tech & Build typically offer high availability SLAs (99%+ uptime). Actual uptime may depend on infrastructure choice, architecture, and integrations.
6. Client Responsibilities
- Provide complete information when reporting issues
- Ensure access credentials remain active
- Respond on approvals and decisions in a timely manner
- Report critical incidents immediately
7. Exclusions
The SLA does not apply to:
- Issues caused by unauthorized third-party changes
- Outages from hosting, DNS, or payment gateways
- New features or redesigns outside the contracted scope
- Force majeure events (power, internet, natural events)
8. Reporting & Communication
Support may be logged via email, ticketing systems, Slack, or other agreed channels. Monthly or quarterly performance reports are offered in premium support retainers.
9. Updates to SLA
This SLA may be revised periodically. Any client-specific SLA in a signed SOW or contract overrides this general SLA.
10. Contact
For SLA or support questions, contact:
KF Orion Tech & Build
LG-15, Diamond Mall, Gulberg Greens
Islamabad, Pakistan
Email: hello@kforion.pk