Overview
This Service Level Agreement ("SLA") defines the performance commitments Lexcom Systems Group ("Lexcom") makes to clients engaged under a Managed IT Services agreement. It establishes uptime targets, response time commitments, escalation procedures, and remediation credits.
This SLA is incorporated into and forms part of your Master Services Agreement. In the event of conflict, the terms of the Master Services Agreement take precedence unless this SLA explicitly states otherwise.
Uptime Commitment
Lexcom commits to the following availability targets for infrastructure under active management:
| Service | Monthly Uptime Target | Max Downtime / Month |
|---|---|---|
| Managed network infrastructure | 99.9% | ~44 minutes |
| Managed server environments | 99.5% | ~3.6 hours |
| Cloud-managed services (M365, Azure) | Per Microsoft SLA | Per Microsoft SLA |
| Monitoring & alerting platform | 99.9% | ~44 minutes |
Uptime is measured monthly, excluding scheduled maintenance windows and exclusions listed in this SLA. Availability is calculated as: (Total minutes − Downtime minutes) ÷ Total minutes × 100.
Priority Definitions
All incidents are classified by priority level at intake. Clients may request priority escalation; Lexcom will confirm or adjust based on actual business impact assessment.
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Complete service outage or security incident with active business impact. All affected users unable to work. | Network down; ransomware detected; server failure affecting all users; data breach in progress |
| P2 — High | Significant degradation affecting multiple users or a critical business function. Workaround unavailable. | Email system failure; VPN down; core business application unavailable; partial network outage |
| P3 — Medium | Service impairment affecting a single user or non-critical function. Workaround available. | Workstation failure; printer offline; software error for one user; slow connectivity |
| P4 — Low | Minor issue, question, or service request with no immediate business impact. | New user setup; software install; password reset; general IT questions |
Response & Resolution Times
Response time is the time from incident submission to acknowledgment by a Lexcom technician. Resolution time is a target — complex issues may require additional time, and clients will be updated proactively if targets cannot be met.
| Priority | Initial Response | Resolution Target | Coverage |
|---|---|---|---|
| P1 — Critical | 15 minutes | 4 hours | 24×7×365 |
| P2 — High | 1 hour | 8 business hours | 24×7×365 |
| P3 — Medium | 4 business hours | 3 business days | Business hours |
| P4 — Low | 1 business day | 5 business days | Business hours |
Business hours are defined as Monday – Friday, 8:00 AM – 6:00 PM in the client's local time zone, excluding statutory holidays in the client's jurisdiction.
Escalation Path
If an incident is not resolved within the target window, or if a client is unsatisfied with the response, the following escalation path applies:
- Level 1 — Help Desk Technician: Initial response and standard troubleshooting
- Level 2 — Senior Technician / Network Engineer: Escalated within 30 minutes for unresolved P1 incidents
- Level 3 — Senior Engineer / Subject Matter Expert: Escalated for complex infrastructure or security issues
- Account Manager: Notified for all P1 incidents and any incident exceeding resolution targets
- Director of Operations: Engaged for P1 incidents exceeding 4 hours or any client escalation request
Clients may request escalation at any time by contacting their account manager directly or by calling 877‑539‑2663 and requesting escalation.
Maintenance Windows
Scheduled maintenance is performed during the following default windows to minimize business impact:
| Maintenance Type | Default Window | Notice |
|---|---|---|
| Routine patching (workstations) | Tuesday – Thursday, 11 PM – 2 AM local | 72 hours |
| Server patching (non-critical) | Saturday, 12 AM – 4 AM local | 72 hours |
| Network equipment updates | Sunday, 1 AM – 4 AM local | 5 business days |
| Emergency security patches | As required | Best effort, minimum 2 hours |
Maintenance windows may be adjusted by mutual agreement. Clients with specific operational requirements (e.g., 24×7 production environments) will have custom maintenance schedules documented in their Statement of Work.
Exclusions
The following are excluded from SLA calculations and commitments:
- Scheduled maintenance windows as defined above
- Outages caused by client actions, including unauthorized changes to managed systems
- Third-party service disruptions (ISP outages, Microsoft Azure/365 incidents, SaaS platform issues)
- Force majeure events including natural disasters, power failures, or civil unrest
- Security incidents caused by client failure to apply recommended controls
- Issues arising from systems, software, or hardware not under Lexcom management
- Incidents reported outside of covered service scope
Service Credits
When Lexcom fails to meet uptime commitments for infrastructure under active management, clients are eligible for service credits as follows:
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.9% (target) | No credit |
| 98.0% – 98.9% | 5% |
| 95.0% – 97.9% | 10% |
| Below 95.0% | 25% |
Credits must be requested within 30 days of the incident month. Credits are applied to future invoices and do not constitute a right to terminate the agreement. Maximum total credits in any calendar month are capped at 25% of that month's managed IT fees.
SLA Review
Lexcom conducts a formal SLA review with each client on an annual basis, or upon significant change in service scope. Reviews include:
- Analysis of incident volume, response times, and resolution metrics over the review period
- Review of any SLA breaches and root cause findings
- Proposed amendments to service parameters based on business changes
- Updated Statement of Work if scope adjustments are required
Clients may request an out-of-cycle SLA review at any time by contacting their account manager.
Contact
For SLA-related questions, credit requests, or service escalations:
Lexcom Systems Group — Client Services
Phone (24×7 for P1/P2): 877‑539‑2663
Client portal: lexcom.com/portal
Account management inquiries: lexcom.com/contact