Service Level Commitments
Response Targets
We prioritise issues by business impact and target the following first-response times during support hours:
| Priority | Description | Target First Response |
|---|---|---|
| P1 — Critical | Business-down: core systems, email, or security incident. | 1 business hour |
| P2 — High | Major function impaired; significant productivity impact. | 4 business hours |
| P3 — Normal | Limited impact; workaround available. | 1 business day |
| P4 — Low | Requests, questions, and scheduled changes. | 2 business days |
Availability & Monitoring
For managed environments, we target high availability of the systems under our management and provide proactive monitoring and patching. Specific uptime percentages, maintenance windows, and any service credits are defined in your signed SLA, since they depend on the underlying platforms and third-party providers (e.g., Microsoft 365, cloud, and connectivity vendors).
Escalation & Exclusions
Unresolved incidents are escalated to senior engineers and, where required, to the relevant vendor. Service targets exclude events outside our reasonable control (see the Force Majeure section of our Terms of Service), client-caused incidents, and work outside the agreed scope.
Contact office@techsuit.io or +972 54-569-6033.
Last updated: June 24, 2026.