Service Level Agreement
What you can expect when you need us
These are Norvet's standing service-level commitments: how we rank issues, how fast a real engineer responds, when we cover you, and what falls outside the plan. They are incorporated into your Master Service Agreement and Statement of Work, where the exact contractual terms for your account live.
How we rank issues
Every request gets a priority so the most urgent problems get the fastest response.
- P1: Critical
- A complete outage or active security incident. Business is stopped: no internet, a server down, ransomware, or a confirmed breach.
- P2: High
- A major function is down or badly degraded for many users with no reasonable workaround. Significant business impact.
- P3: Normal
- A single user or non-critical issue that has a workaround. Day-to-day support requests.
- P4: Low
- A question, a scheduled change, or an improvement request. No immediate business impact.
Our first-response commitment
"Response" means a real engineer engages with your issue, not an automated ticket reply. This holds across every priority level and every plan.
One business day
First response from a real engineer, priority P1 through P4.
This is a response target, not a promise about resolution time or uptime. Resolution depends on the issue, and uptime depends partly on third parties we do not control.
Coverage hours by plan
- Essential: Helpdesk Monday–Friday, business hours. Security monitoring runs 24/7/365.
- Secure: Helpdesk Monday–Friday, business hours. Security monitoring runs 24/7/365.
- Compliance & Growth: Helpdesk Monday–Friday, business hours. Security monitoring runs 24/7/365, plus a named vCIO for planning and escalation.
Business hours are 8:00 a.m. to 6:00 p.m. Eastern, Monday through Friday, excluding U.S. federal holidays. Security monitoring runs continuously, every day of the year.
New to the plans? See how to choose a managed IT provider.
How to report an issue
Reach us by phone or email. For a P1, call so we can engage immediately. If you ever feel an issue is not getting the response it should, ask for an escalation and it goes to a senior engineer, then to leadership.
Phone: (833) 281-9898
Email: support@norvetmsp.com
Security stays on
Your active security protections, including endpoint detection and response, managed detection and response, multi-factor authentication, backups, and breach response, remain live even during a billing dispute. We do not switch off your protection to make a point. This commitment is written into your Master Service Agreement.
What this SLA does not cover
- Outages or degradation of third-party carriers, cloud providers, or vendors outside our control.
- Issues caused by changes the customer or a third party made without coordinating with us.
- Work outside the scope of the active plan or Statement of Work.
- Force majeure events (natural disasters, utility failures, and similar).
The specific, contractual service levels for your account are stated in your Master Service Agreement and Statement of Work, which control if anything here differs.
Want this kind of response on your IT?
Tell us about your environment and we will scope the right plan and service levels for your business.