Service Level Agreement
This Service Level Agreement (“SLA”) outlines our commitment to IT infrastructure excellence, ensuring 99.9% uptime and rapid support response times for all EgyptInfoTech managed services.
Service Commitments & Uptime
+0.1% YoY
Uptime Guarantee
99.9%
+0.05% YoY
Network Availability
99.95%
-2h Window
Maintenance Window
Monthly
Support Response Matrix
| Severity Level | Response Time | Resolution Target | Updates Frequency |
|---|---|---|---|
|
Critical
Service Outage
|
1 Hour | 4 Hours | Every 30 Mins |
|
High
Significant Impact
|
4 Hours | 8 Hours | Every 2 Hours |
|
Medium
Partial Impact
|
8 Hours | 24 Hours | Daily |
|
Standard
General Requests
|
24 Hours | 3 Days | Weekly |
Maintenance Protocol
Scheduled maintenance occurs during low-traffic hours. We provide minimum notice periods for any planned downtime:
-
48-hour notice for minor updates.
-
7-day notice for major infrastructure upgrades.
-
Emergency maintenance (Critical Security) requires no notice.
Service Credits
In the event we fail to meet the uptime guarantee, clients are eligible for the following credits towards their next billing cycle:
Standard Exclusions
Failure of the client's internet connection or local equipment.
Downtime caused by unauthorized modifications made by the client.
Force Majeure events (natural disasters, war, government acts).
Scheduled maintenance windows notified in advance.
اتفاقية مستوى الخدمة (SLA)
توضح اتفاقية مستوى الخدمة هذه التزامنا بالتميز في البنية التحتية لتكنولوجيا المعلومات، مع ضمان وقت تشغيل بنسبة 99.9٪ وأوقات استجابة سريعة للدعم الفني لجميع الخدمات التي تديرها مصر إنفو تك.