Managed IT Support Service Level Agreement (SLA)
Last Updated: January 2026
This Managed IT Support Service Level Agreement (“SLA”) defines the service expectations, response targets, and support standards provided by Rolling Hills Communications & Security, a division of Rolling Hills Holdings Group Inc (“Provider”), to its managed services clients (“Client”).
This SLA applies to all managed IT support services unless otherwise stated in a written agreement, Statement of Work, or Service Order. In the event of a conflict, the signed agreement governs.
1. Purpose
The purpose of this SLA is to establish predictable response times, structured communication, and consistent handling of incidents that may impact Client operations, while providing transparency and accountability in service delivery.
2. Service Hours
2.1 Standard Business Hours
Unless otherwise stated in writing, standard service hours are:
Monday–Friday: 8:00 AM – 5:00 PM (local time)
Excludes: Federal holidays and Provider-observed holidays
Response and resolution targets are measured during standard business hours unless explicitly noted.
2.2 After-Hours Coverage
Priority 1 (Critical) incidents are covered 24/7.
Non-critical after-hours requests are queued for the next business day.
Scheduled after-hours maintenance may be billable depending on scope and contractual terms.
3. Incident Priority Classifications & Targets
Incidents are classified based on business impact and urgency.
| Priority | Definition | Response Target | Resolution Target |
|---|---|---|---|
| P1 – Critical | Complete outage, work stoppage, security incident, or data loss | Within 1 hour | Same business day |
| P2 – High | Department impact, key user down, major app failure | Within 2 hours | 1–2 business days |
| P3 – Medium | Standard user issues, workstation problems, software errors | Within 4 business hours | 3–5 business days |
| P4 – Low | Non-urgent issues, how-to requests, cosmetic problems | Within 8 business hours | As scheduled |
Response Time = acknowledgement and engagement.
Resolution Time = restoration of normal service or agreed workaround.
4. Communication Standards
All tickets receive acknowledgement upon assignment.
P1 and P2 incidents include periodic status updates until resolution.
Resolution notes and recommended next steps are provided at closure.
Primary communication occurs via the Provider’s ticketing system, email, or phone, as appropriate.
5. Escalation Path
Level 1 Technician – Initial triage
Level 2 / Systems Technician – Advanced troubleshooting
Lead Engineer – Complex or escalated issues
Service Manager / President – P1 incidents or overdue escalations
Escalation may occur automatically if targets are at risk.
6. SLA Exclusions
This SLA does not apply to:
Unsupported or end-of-life hardware/software
Third-party vendor outages (ISP, SaaS, cloud providers)
Project work, migrations, or major infrastructure changes
Delays caused by lack of Client access, approvals, or cooperation
Onsite work delayed by Client scheduling or access constraints
Targets may pause when dependencies are outside Provider control.
7. SLA Credit Policy
5% credit of the applicable monthly recurring service fee per verified breach
Maximum 25% credit per billing month
Credits apply only to monthly recurring fees (not projects, hardware, or third-party costs)
Credits must be requested within 30 days of the incident
SLA credits are the Client’s sole and exclusive remedy for SLA performance issues.
8. Client Responsibilities
8.1 Accurate Issue Reporting
Clients must provide timely, accurate, and complete information (impact, urgency, affected users/systems, errors, recent changes).
8.2 Proper Use of Support Channels
Approved channels must be used. P1–P2 incidents must be reported by phone to ensure immediate escalation.
8.3 Access & Cooperation
Clients must provide reasonable access (credentials, approvals, contacts). Delays may pause SLA timelines.
8.4 Supported Systems
SLA applies only to covered, properly licensed, vendor-supported systems maintained per Provider recommendations.
8.5 Change Management & Third Parties
Clients must notify Provider of planned changes or third-party activity affecting systems.
8.6 Security & User Practices
Clients must enforce security best practices and promptly report suspected incidents.
8.7 Account Standing
SLA coverage applies only while the account is in good financial standing.
9. Contact & Support Channels
Ticketing System: https://tickets.rollinghillscommunications.com
Phone: (740) 777-1035
9.1 Priority Handling Notice
For P1–P2 issues, phone contact provides the fastest response and is strongly recommended. Phone-reported P1–P2 incidents may be escalated immediately to on-call staff.
9.2 Ticket Review Schedule
During business hours, tickets are reviewed at least three (3) times per business day:
Start of shift
Mid-shift
End of shift
This schedule supports the four (4) business hour response target for non-critical tickets.
9.3 Reporting Requirements for Critical Issues
Failure to report P1–P2 incidents by phone may result in delayed response times. Provider is not responsible for SLA delays when critical incidents are reported exclusively via email or the ticketing system.
9.4 Final SLA Lock-In Clause
SLA targets apply only when incidents are reported through approved channels and categorized accurately. Misclassification or failure to follow reporting requirements may affect response and resolution timelines.
10. Force Majeure
Provider is not liable for failure or delay in performance under this SLA due to events beyond reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, labor disputes, government actions, utility failures, widespread Internet outages, or failures of third-party service providers. SLA targets are suspended for the duration of such events.
11. General Terms
Targets are service goals, not guarantees.
Provider may modify this SLA with notice unless contractually restricted.
This SLA is subject to the Client’s active managed services agreement.
12. Contact Information
Rolling Hills Communications & Security
A division of Rolling Hills Holdings Group Inc
882 Church St, Logan, OH 43138
Phone: (740) 777-1035
Email: support@rollinghillscommunications.com