Service Level Agreement (SLA) Overview
Structured incident severity definitions, response targets, and preventive maintenance governance applicable to Mint AMC agreements.
1. Incident Severity Classification
• Severity 1 (P1 — Critical): Complete outage of a core server, data centre rack, firewall cluster, or primary site network affecting business-critical operations with no immediate workaround. • Severity 2 (P2 — High): Significant degradation of a server, network segment, or multiple user workstations impacting departmental productivity. • Severity 3 (P3 — Normal): Isolated issue affecting a single desktop, laptop, printer, or non-critical configuration request. • Severity 4 (P4 — Scheduled / Advisory): Scheduled Preventive Maintenance (PM) visits, routine health checks, or general technical enquiries.
2. Standard SLA Response Tiers
• Essential AMC Tier: 8×5 business-hours helpdesk · Remote triage within 1 hour · Next-Business-Day (NBD) onsite field dispatch where required. • Professional AMC Tier: 12×6 extended-hours helpdesk · Remote triage within 30 minutes · 4-hour onsite dispatch in covered metros (NBD in regional branches). • Enterprise & 24/7 NOC Tier: 24×7×365 NOC telemetry & helpdesk · 15-minute P1 remote acknowledgement · Priority 2-to-4 hour emergency onsite dispatch as defined in your Master SOW.
3. Preventive Maintenance (PM) Governance
Standard annual agreements include quarterly scheduled on-site Preventive Maintenance visits covering physical dust removal, thermal inspection, fan/PSU checks, SMART disk diagnostics, firmware stability reviews, and signed PM completion checklists.
4. Scope Boundaries & Hardware Fault Handling
Response SLAs measure the time to remote technical triage and on-site engineer arrival/diagnosis. Because Mint AMC operates on a non-comprehensive maintenance model, physical hardware replacement timelines depend on active OEM warranty turnaround or client approval for external spare part procurement.
Multi-Tier Technical Escalation Tree
Clear, automated escalation pathways ensure unresolved incidents immediately notify senior engineering leads and operations directors.
NOC Triage Engineer
Initial ticket logging, telemetry verification, and remote diagnostic triage within 15 minutes.
Certified Field Engineer
Onsite physical inspection, component swapping, and local loop diagnostics within 2 to 4 hours.
Principal Architect
Advanced kernel debugging, firmware dump analysis, and complex routing topology remediation.
OEM TAC Liaison
Direct OEM engineering escalation with Cisco, Dell, HP, or Fortinet for microcode or hardware defect escalation.
Require 24/7/365 Continuous 2-Hour MTTR Commitments?
We structure custom SLA agreements with dedicated onsite resident engineers, spares caching in your facility, and zero-downtime clustering.