Managed IT Services

Service Level Expectations - 2025

www.hawesometech.com

Committed to Excellence in IT Support

At Hawesome Technologies, we believe in setting clear expectations for our service delivery. Our Service Level Expectations (SLE) document outlines the standards we maintain to ensure your business technology operates at peak performance—always.

Proactive Protection: We don't just fix problems—we prevent them.

Responsive Support: Clear response times for every level of service need.

Continuous Improvement: Regular reviews and updates to our service standards.

Service Desk Severity Rankings And Response Times

Problem Level	Description	Initial Response Time	Escalation to Services Manager	Expected Time to Resolution
Emergency (Business Hours)	Whole company or department not able to function due to production system outage.	20 Minutes	1 Hour	Determined by the nature of the event
Critical	Single end-user is not able to perform business critical job function. No work around exists.	1 Hour	4 Hours	Determined by the nature of the event
High	The problem inhibits the end-user's ability to be fully functional.	6 Hours	8 Hours	3 Days
Medium	Moderate issue not preventing work, but still disruptive.	1 Business Day	2 Business Days	5-6 Business Days
Low	The problem is routine, possibly even just an inquiry with no loss of computing function.	2 Business Days	4 Business Days	2 Weeks
New User Setup	Single user new hire, or new system for existing employee	1 Business Day	3 Business Days	Determined by the nature of the event
Orientation Setup	Setup for 2–4 new hires or system refresh for existing employees.	3 Business Days	Based on the nature of the setup	Based on the nature of the setup
Training	Training for quarterly events and IT Hygiene	3 Business Days	Determined by the nature of the event	Determined by the nature of the event
Scheduled Maintenance	Planned upgrades or maintenance activities. This usually will take place twice monthly	3 Business Days	40 Hours (Lead Time)	2 Weeks

Note: Response time means that the "issue" reporter will be called or emailed back to confirm the problem is being worked on and possibly to discuss the issue further.

Note: All hours and days listed above are exclusively business hours. Our business hours are 8am-6pm MST M-F.

Note: All hours and days listed above involving hardware/software are subject to hardware/software availability.

Functional Escalations

As outlined in the Service Desk Severity Rankings and Response Times chart above, Hawesome Tech's Service Desk Coordinator will escalate any unresolved issue(s) to our IT Director within the time allotted for that severity level. Some issues could take longer than the expected time of resolutions listed above based on several factors.

Hierarchical Escalations

If you have questions or concerns about the operation of the service desk, wish to compliment the team, or simply require more information about an incident; please contact our Service Desk Manager.

Service Level Expectations

All managed components must meet the acceptance criteria.

Services	Level	Notes
Regular Support Hours	8:00am - 6:00pm MST Monday - Friday	After hours and holiday support is available at additional cost upon approval
Critical Patches	95% of patches implemented within 10 Business days	Upon release of patch from the vendor
Non-Critical Patches	95% of patches implemented within calendar month	Upon release of patch from the vendor
Virus Definition	Distributed within 2 working days	Upon release of update from the vendor
Local admin	Upon written agreement on an individual basis	Hawesome Tech recommends no local admin end-users in the environment

Services	Level	Notes
Wireless Network	99% uptime of wireless network	Only includes corporate level wireless infrastructure
Remote Management	Hawesome Tech has full access to install remote management software on Client devices	All devices in Client's environment must be managed by Hawesome Tech
End-of-Life or End of Support	Hawesome Tech will provide 15-minute best efforts on all hardware and software	Hawesome Tech requires that Client maintain support agreements with each vendor for all hardware and software unless specified
Workstations	Latest OS version and one version prior to latest version will be supported (Windows, MAC)
Server Availability	98% uptime over a period of 12 months	Covers hardware and software under support agreement with vendor.
Maintenance Window	Every Tuesday from 8pm – 4am MST
Updates Performed	Performed every two weeks on Tuesday 12am – 5am MST	This includes any operating systems and third party software that you have agreed to have us manage.
High CPU	80% average tax per day 99% within 1 business day	Client will be notified via ticketing system
High Memory	95% average tax over 15 minutes 90% within 1 business day	Client will be notified via ticketing system
Excess Storage	10 GB available on system drive	Client will be notified via ticketing system
UPS Battery	99% Uptime	Client will be notified via ticketing system
Monthly Reporting	90% positive device - Health Report	Provided on all managed equipment upon request

Additional Server Services:

Server Maintenance and backup are only included if requested by the customer:

Services	Level	Notes
Server Backups	Daily monitor of server backups, 90% successful completed backups	Hawesome Tech will check job completion and backup logs
Backup Window	Default backup window 7pm - 6am MST
LAN Management	98% uptime over a period of 12 months	Covers hardware and software under support agreement with vendor.
Service Desk	Hawesome Tech must meet Response Time 80% of the time for Emergency and Critical Issues	Please refer to the SERVICE DESK SEVERITY RANKINGS AND RESPONSE TIMES
Service Desk	Hawesome Tech must meet Response Time 80% of the time for Normal, Schedule Maintenance, Low, New Setup, and Orientation.	Please refer to the SERVICE DESK SEVERITY RANKINGS AND RESPONSE TIMES