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Response times we can keep, written down.
An IT SLA, or service level agreement, is the written promise of how fast we respond and restore service, sorted by how severe the problem is. It is for businesses that depend on their systems and need more than a vague promise to get back to them soon. Kief Studio writes severity levels, response times, and restore targets into the agreement, and keeps them. 3am is a retainer, not a default.
What we do
- Define severity levels with you, based on what each kind of outage costs the business.
- Set response and restore targets for each level.
- Write them into the agreement, including after-hours terms if you need them.
- Report on them at each quarterly review.
Who it is for
Businesses whose revenue or operations stop when a system goes down, and teams that need response commitments in writing for their own customers.
When to look elsewhere
A round-the-clock promise with no retainer behind it. If after-hours response matters to you, we write it into the agreement.
What we can stand behind
- 13+ year client relationships.
- No shared hosting. Dedicated infrastructure.
- Security is a byproduct of good engineering.
SLAs and response times: common questions
Is after-hours response in the standard SLA?
No. 3am is a retainer, not a default. If your business needs after-hours response, we write it into the agreement with clear terms instead of implying it.
What does written down mean?
Severity levels, response times, and restore targets are spelled out in the agreement, so both sides know exactly what to expect when something breaks.
What is the difference between response and restore?
Response is how quickly someone starts working on the problem. Restore is how quickly the service is back. A good SLA sets a target for both.
