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We put our money where our mouth is. If we fail to meet our service level commitments, you get automatic credits. No questions asked.
< 12 min
Target: < 30 min
Average Response Time
97%
Target: 75%
First-Contact Resolution
99%
Target: 95%
Customer Satisfaction
99.98%
Target: 99.9%
Infrastructure Uptime
We guarantee our response times and back them with real credits
For system-wide outages or security incidents affecting business operations
Our Guarantee: If we fail to respond within 15 minutes, you receive a 10% credit on your monthly invoice
For issues affecting multiple users or critical business functions
Our Guarantee: If we fail to respond within 30 minutes, you receive a 5% credit on your monthly invoice
For single-user issues or non-critical system problems
Our Guarantee: If we fail to respond within 2 hours during business hours, you receive a 2% credit
Percentage of issues resolved on the first interaction
Our Guarantee: We commit to resolving at least 75% of issues on first contact
We guarantee the availability of our services and your managed infrastructure
99.9%
Uptime SLA
Your core IT infrastructure including servers, networks, and cloud services
Compensation
10% monthly credit for each hour below 99.9%
99.99%
Uptime SLA
Our support channels including phone, chat, email, and Slack
Compensation
5% monthly credit if help desk is unavailable during business hours
99.99%
Uptime SLA
24/7 security operations center monitoring and threat detection
Compensation
Full incident response support at no additional cost for any missed threats
Our commitment to you goes beyond metrics
Monthly reports showing actual vs. SLA performance for all metrics
Our SLAs are straightforward with no hidden exclusions or loopholes
SLA credits are applied automatically - you never have to ask
Face-to-face reviews of SLA performance and continuous improvement
Response time is measured from when you submit a ticket (via any channel) to when a qualified technician acknowledges your issue and begins working on it. This is not just an auto-reply - it is a human response with an action plan.
Credits are calculated as a percentage of your monthly service fee. They are applied automatically to your next invoice. You do not need to request them - our systems track SLA performance and apply credits proactively.
Our SLAs exclude scheduled maintenance (announced 72 hours in advance), issues caused by third-party services outside our control, and situations where client action is required but not provided. We are transparent about any exclusions in your service agreement.
You have access to a real-time dashboard showing all tickets, response times, and SLA status. Monthly reports are also provided during your business review, and you can request detailed reports at any time.
Experience the peace of mind that comes with guaranteed service levels and transparent reporting.