SLA Template
This SLA defines operational targets for accepted Service, B2B, Network, Cloud and Support workflows. SLA targets are valid only for confirmed agreements and complete intake information.
| Priority | Initial response target | Diagnostic target | Notes |
|---|---|---|---|
| Standard | [1-2 business days] | [2-5 business days] | Normal queue. |
| Priority | [same / next business day] | [1-2 business days] | Subject to capacity. |
| Emergency | [best effort] | [case-specific] | Accepted only after confirmation. |
Exclusions
- Waiting for parts or supplier response.
- Transport delays.
- Incomplete client information.
- Hidden defects discovered during diagnostics.
- Third-party hosting, network or platform outages outside DeviceFix control.
Escalation
Business-impacting cases can be escalated through the Support module using the relevant DFX ID and a clear impact description.
