Service Levels Sonar Managed Services
Basic Service Level
Next business day response at the latest between the hours of 9:00am and 5:00pm, Mon-Fri (excluding public holidays).
Standard Service Level
Maximum four-hour response time between the hours of 9:00am and 5:00pm, Mon-Fri.
Premier Service Level
Maximum four-hour response time between the hours of 8:00am and 8:00pm, Mon-Fri.
Extended Premier Service Level Agreement
Maximum four-hour response time between the hours of 8:00am and 8:00pm, Mon-Sun.
Enterprise Service Level
Maximum two-hour response time, 24 hours per day, 7 days per week.
No Service Level Agreement
All changes will be charged at prevailing time-and-materials rates.
