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.
Target first-response times
"Response" means a real engineer engages with your issue, not an automated ticket reply. Targets are measured during your plan's coverage hours.
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| Priority | Essential | Secure | Compliance & Growth |
|---|---|---|---|
| P1: Critical | 1 business hour | 30 minutes | 15 minutes |
| P2: High | 4 business hours | 2 hours | 1 hour |
| P3: Normal | 8 business hours | 4 business hours | 4 business hours |
| P4: Low | 2 business days | 1 business day | 1 business day |
These are the maximums we commit to. In practice our mean first response runs under 20 minutes; the targets above are the formal worst-case ceilings by priority and plan.
They are response targets, not promises 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: Security monitoring and P1 response 24/7/365. Helpdesk business hours, with after-hours on-call for P1 and P2.
- Compliance & Growth: Priority 24/7 response across all levels, 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: 888 598-7677
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.