Service Level Agreement

873gear is dedicated to placing the Client’s needs first. In pursuit of this value, the following Service Level Agreement is our promise to our customers:

Priority LevelDescriptionResponse Time
EmergencyThe Client is unable to conduct business due to the outage. The outage creates a profound and gravely damaging impact on the Client’s financial and operational health.Within 30 minutes
HighThe Client’s ability to conduct business is heavily affected, but not prevented. The outage or issue reported by the Client causes severe damage to the Client’s financial and operational health.Within 4 hours
NormalThe Client’s routine day-to-day operations are not impacted or are minimally impacted by the issue. The outage or issue reported by the Client has the potential to cause financial or operational harm, but not currently.Within 24 hours
LowA routine request or question from the Client concerning the services provided. The issue reported by the client causes no operational or financial impact to the business. Within 5 business days