Our Service Level Agreements Explained

Introduction

Service Level Agreements (SLAs) define the standards and expectations for support services provided by ALCO USA Inc. They outline response times, resolution targets, and escalation procedures to ensure consistent and reliable service. This article explains what SLAs are, why they matter, and how they apply to your support requests.

What Is an SLA?

An SLA is a formal commitment between ALCO USA and our clients that specifies:

• Response time for different priority levels
• Resolution time targets
• Communication standards during issue handling

SLAs help maintain accountability and ensure that critical issues receive the attention they deserve.

Why SLAs Are Important

• Predictability: Clients know what to expect when submitting a ticket
• Transparency: Clear timelines for response and resolution
• Efficiency: Prioritization ensures urgent issues are addressed first

ALCO USA SLA Structure

Our SLAs are based on ticket priority:

• Low Priority: Non-critical issues or general inquiries
• Medium Priority: Issues affecting productivity but not business-critical
• High Priority: Critical issues impacting core business operations

Response Time Targets

• Low Priority: Initial response within 24 business hours
• Medium Priority: Initial response within 8 business hours
• High Priority: Initial response within 1 business hour

Resolution Time Targets

• Low Priority: Resolution within 3–5 business days
• Medium Priority: Resolution within 1–2 business days
• High Priority: Resolution within 4–8 business hours, depending on complexity

Escalation Process

If an issue cannot be resolved within the expected timeframe:

• Step 1: Ticket escalated to a senior technician
• Step 2: Notification sent to the client with updated timeline
• Step 3: If still unresolved, escalation to management for immediate action

Client Responsibilities Under SLA

To help us meet SLA commitments:

• Provide accurate and complete information when submitting tickets
• Respond promptly to requests for additional details
• Ensure access to systems or resources required for troubleshooting

Best Practices for SLA Compliance

• Set realistic priorities: Avoid marking all tickets as high priority
• Communicate early: Notify us if an issue becomes more critical
• Monitor ticket status: Use ALCO Vault to track progress

Exceptions to SLA Coverage

SLAs do not apply in cases such as:

• Issues caused by third-party vendors outside ALCO’s control
• Delays due to lack of client response or access
• Force majeure events like natural disasters or widespread outages

FAQs

Q: Can SLAs be customized?
A: Yes, enterprise clients can request tailored SLA terms.

Q: What happens if ALCO fails to meet SLA targets?
A: We review the case, provide an explanation, and take corrective measures.

Q: Are SLAs included in all service plans?
A: Yes, SLAs apply to all managed service agreements.

Monitoring and Reporting

ALCO tracks SLA compliance internally and provides reports upon request. This ensures transparency and continuous improvement in service delivery.