SLA-Backed IT Support
We bind our support commitments to strict, legally guaranteed response times. From on-premise hardware troubleshooting in Chennai to Azure cloud VM management, your uptime is our contract.
Our SLA Tiers
Choose the response window that matches your operational risk. Every tier is backed by our Chennai-based technical nerve center and ITIL-aligned ticketing.
Next Business Day
4-Hour Response
2-Hour Critical
Standard business-hours support. Covers hybrid network routing, VPN troubleshooting, Windows server management, and urgent cloud identity resolution within four hours.
24/7 priority dispatch for high-stakes environments. Immediate escalation for critical Azure VM failures, network outages, and server-side database recovery.
Essential coverage for non-critical offices. Includes remote desktop troubleshooting, printer support, and routine M365 administration with guaranteed next-day resolution.
Best for: Educational institutions and local retail offices with flexible uptime windows.
Best for: Growing SaaS companies and professional service firms requiring steady uptime.
Best for: Fintech and healthcare operations with zero-tolerance downtime policies.
Physical Infrastructure Audits
Quarterly on-site inspections of Chennai server racks, cable routing, CCTV configurations, and local network switches to prevent environmental degradation.
Annual Contracts
Our Annual Maintenance Contracts (AMCs) combine scheduled preventative maintenance with emergency coverage. We audit your physical hardware and optimize cloud resources before failures occur.
Cloud Resource Optimization
Continuous monitoring of Azure VM utilization, active directory security policies, and backup integrity to eliminate waste and prevent data loss.
Frequently Asked Questions
How are response times measured?
What is covered under the AMC?
Response times begin the moment a ticket is logged in our ITIL-aligned service desk. You receive an automated confirmation, and our Chennai engineers begin active troubleshooting.
Our AMCs cover scheduled hardware audits, routine OS patching, printer server maintenance, and emergency call-outs. Custom parts replacement terms can be negotiated.
Can we mix SLA tiers across offices?
How do we escalate critical issues?
Yes. Many clients assign Gold SLAs to their primary manufacturing databases in Chennai while keeping remote administrative branches on Bronze or Silver plans.
Gold tier clients receive a dedicated emergency hotline that bypasses the standard queue, routing directly to our senior systems administrators in Chennai.
Need a custom SLA structure for multi-regional operations?