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Understanding IT SLAs – and How Ultrex Keeps You Covered

No surprises. Just dependable, transparent support.

At Ultrex, we take pride in making IT support straightforward and predictable. You shouldn’t have to wonder when help will arrive, or whether that help is included in your plan.
That’s why we use Service Level Agreements (SLAs) — clear, written commitments about how fast we’ll respond to and resolve your support requests.


What’s an SLA?

An SLA (Service Level Agreement) is pretty much what it sounds like: an agreement that defines what level of service you can expect.
It spells out things like:

  • How quickly we’ll acknowledge your request (that’s your First Response time)
  • How long it takes us to diagnose and provide a plan (Ticket Resolution)
  • What’s included during business hours — and what happens if you need help after-hours

In short: it keeps things clear, fair, and transparent — for both of us.


Our SLA Tiers

Not every organization needs the same level of urgency. A small office with a few users might be fine waiting a day for a printer fix, while a school with hundreds of users can’t be down for an hour.
That’s why we offer three tiers of SLA coverage, designed to match your needs, budget, and level of criticality.

🟢 Tier 1 SLA — Priority Response

For organizations that rely on uptime and fast turnaround.

Ticket TypeFirst Response*Ticket Resolution**
Change Requests2 Days7 Days
Minor Issue1 Day3 Days
Major Issue8 Hours1 Day
Site Down4 Hours12 Hours
Server Issue4 Hours12 Hours
Crisis2 Hours4 Hours

🟡 Tier 2 SLA — Standard Business Response

A great balance for most businesses — responsive, but budget-friendly.

Ticket TypeFirst Response*Ticket Resolution**
Change Requests2 Days14 Days
Minor Issue2 Days5 Days
Major Issue24 Hours2 Days
Site Down8 Hours18 Hours
Server Issue8 Hours18 Hours
Crisis4 Hours10 Hours

🔵 Tier 3 SLA — Best Effort

Ideal for smaller clients, light IT use, or those who just need “when available” coverage.

Ticket TypeFirst Response*Ticket Resolution**
Change RequestsBest EffortBest Effort
Minor Issue3 Days7 Days
Major Issue2 Days3 Days
Server Issue2 Days3 Days
Site Down1 Day2 Days
Crisis1 Day2 Days

If not specified in your contract, Tier 3 is the default plan.


What “First Response” and “Ticket Resolution” Mean

  • First Response means we’ve acknowledged your request — usually by generating a ticket and sending you confirmation that we’ve received it.
  • Ticket Resolution means we’ve diagnosed the issue and created a plan to fix it.
    Some problems can be solved right away, others may require more time, hardware orders, or larger projects — but the plan is in motion.

All times listed are business hours, and we operate Monday through Friday, 8am to 5pm.


After-Hours or Emergency Support

We know IT emergencies don’t always wait for business hours. If you reach out after hours, here’s how it works:

  • We don’t return missed calls unless there’s a voicemail, so please be sure to leave one.
  • Repeat calls don’t move you up in line — once your message is logged, you’re already queued for response.
  • For emergencies, you can note that your call is to initiate after-hours support.

After-hours support is not included in IT retainers and begins at $250/hour (1-hour minimum), with additional rates on holidays.

If your request isn’t urgent, we’ll respond in line with your SLA tier once business hours arrive.


Need Help? Here’s the Best Way to Reach Us

You can reach us however works best for you:

📞 Call: 541-862-1053 (and be sure to leave a voicemail!)
📧 Email: IT@ultrex.com
📅 Schedule a callback: Booking.Ultrex.com

We’ll make sure your request gets logged, tracked, and handled within your SLA window — no surprises, no guessing.