The following are the Service Level Agreements for Netrix Global managed services. Select a service category to view its SLA details, priority definitions, and credit terms.
Ticket priorities are defined by the following matrix based on urgency and impact.
| Urgency | 1 – Widespread | 2 – Significant | 3 – Moderate | 4 – Localized |
|---|---|---|---|---|
| CRITICAL | P1 | P1 | P2 | P2 |
| HIGH | P1 | P2 | P2 | P3 |
| MEDIUM | P2 | P3 | P3 | P3 |
| LOW | P4 | P4 | P4 | P4 |
| SLAs | Initial Response | Resolution | Target |
|---|---|---|---|
| P1 | 0.5 Hours | 6 clock hours | 90% |
| P2 | 2 Hours | 12 clock hours | 90% |
| P3 | 3 Hours | 3 business days | 90% |
| P4 | 4 Hours | 5 business days | 90% |
| Priority | Response SLA | Resolution SLA |
|---|---|---|
| P1 | 1% | 5% |
| P2 | 1% | 3% |
| P3 | 0.75% | 2% |
| P4 | 0.5% | 1% |
Maximum SLA credit limited to 10% of MRC. Only one credit per event.
| KPI | Enterprise | SMB |
|---|---|---|
| Avg Speed of Answer | 30 sec | 60 sec |
| Abandoned Call Rate | ≤5% | ≤10% |
| Live Answer Rate | ≥90% | ≥80% |
| Voicemail/Email Response | ≤1 hr | ≤2 hr |
| L1 Resolution Rate | ≥75% | ≥70% |
| Survey Scores | ≥4.0 | ≥4.0 |
1% credit per missed SLA, limited to 10% of total invoice.
Netrix is not responsible for failures caused by factors outside its reasonable control, including Client or 3rd-party owned infrastructure, endpoints, or network devices.
| Priority | Response SLA | Resolution SLA |
|---|---|---|
| P1 | 1% | 5% |
| P2 | 1% | 3% |
| P3 | 0.75% | 2% |
| P4 | 0.5% | 1% |
Maximum credit: 10% of MRC.
Monthly uptime target: 99.9%. Availability = ((total minutes − Unavailable minutes) / total minutes) × 100.
Private Cloud UI: Loss of Dashboards/Web Interfaces/API due to Netrix Service problems.
Virtual Machine: Inability to access VMs or complete connectivity loss from Netrix-managed infrastructure failure.
BaaS: Inability to backup or access data 24+ hours after Support Ticket receipt.
Scheduled maintenance (24hr notice), agreed suspensions, Client misuse, force majeure, packet loss beyond border router, and Client-managed software failures are excluded.
Notify within 30 days. Maximum credit: 5% of MRC.
Two (2) hours. Measured from first Client notification to when Netrix incident response resources connect with the Client.
| Urgency | 1 – Widespread | 2 – Significant | 3 – Moderate | 4 – Localized |
|---|---|---|---|---|
| CRITICAL | P1 | P1 | P2 | P2 |
| HIGH | P1 | P2 | P2 | P3 |
| MEDIUM | P2 | P3 | P3 | P3 |
| LOW | P4 | P4 | P4 | P4 |
| Alert Priority | Acknowledge SLA |
|---|---|
| Critical | 30 min |
| High | 60 min |
| Medium | 4 hrs |
| Low | 12 hrs |
| Priority | Respond SLA |
|---|---|
| P1 | 30 min |
| P2 | 60 min |
| P3 | 4 hrs |
| P4 | 12 hrs |
| Priority | % Credit | Target |
|---|---|---|
| High | 5% | 90% |
| Medium | 3% | 90% |
| Low | 2% | 90% |
| Priority | % Credit | Target |
|---|---|---|
| P1 | 5% | 90% |
| P2 | 3% | 90% |
| P3 | 1% | 90% |
| P4 | 24 hrs | 90% |
Max credit: 20% of MRC. Exclusions for force majeure, Client-caused delays, ISP outages, maintenance, false positives.
SOC analysts assess alert validity based on severity, attack type, affected systems, risk scoring, threat intelligence, and Client instructions.
| Urgency | 1 – Widespread | 2 – Significant | 3 – Moderate | 4 – Localized |
|---|---|---|---|---|
| CRITICAL | P1 | P1 | P2 | P2 |
| HIGH | P1 | P2 | P2 | P3 |
| MEDIUM | P2 | P3 | P3 | P3 |
| LOW | P4 | P4 | P4 | P4 |
| Priority | Acknowledge SLA |
|---|---|
| Critical | 30 min |
| High | 1 hr |
| Medium | 4 hrs |
| Low | 8 hrs |
| Priority | Respond SLA |
|---|---|
| P1 | 30 min |
| P2 | 1 hr |
| P3 | 4 hrs |
| P4 | 12 hrs |
| Priority | % Credit | Target |
|---|---|---|
| High | 5% | 90% |
| Medium | 3% | 90% |
| Low | 2% | 90% |
| Priority | % Credit | Target |
|---|---|---|
| P1 | 5% | 90% |
| P2 | 3% | 90% |
| P3 | 1% | 90% |
| P4 | 24 hrs | 90% |
Max credit: 10% of MRC. Same exclusions apply.
SLAs effective after onboarding and operational readiness.
| SentinelOne Priority | Acknowledge SLA |
|---|---|
| Critical | 30 min |
| High | 1 hr |
| Medium | 4 hrs |
| Low | 12 hrs |
| Priority | Respond SLA |
|---|---|
| P1 | 30 min |
| P2 | 1 hr |
| P3 | 4 hrs |
| P4 | 12 hrs |
| Priority | % Credit | Target |
|---|---|---|
| High | 5% | 90% |
| Medium | 3% | 90% |
| Low | 2% | 90% |
| Priority | % Credit | Target |
|---|---|---|
| P1 | 5% | 90% |
| P2 | 3% | 90% |
| P3 | 1% | 90% |
| P4 | 24 hrs | 90% |
Max credit: 10% of MRC. Exclusions include Client-caused failures, disabled agents, maintenance, false positives.
Time to review and notify Client, or close an alert upon finding of a false positive:
| Priority | Review & Notify |
|---|---|
| P1 (Critical) | 4 hours |
| P2 (High) | 8 hours |
| P3 (Medium) | 24 hours |
| P4 (Low) | 48 hours |