STORDIS Service Level Agreement (SLA)

STORDIS is committed to delivering best-in-class technical support for your mission-critical networking infrastructure. Our comprehensive Service Level Agreement (SLA) framework ensures predictable, responsive assistance when you need it most. We've designed our support offerings - SmartCare and PremiumCare - to align with diverse operational needs, from standard business environments to high-availability deployments where network uptime is paramount.

With a focus on rapid response, accurate diagnosis, and efficient resolution, our support services are backed by certified networking specialists who understand the complexities of modern network architectures. Whether you're operating open networking solutions, software-defined networks, or traditional infrastructure, our tiered support approach provides the right level of assistance to keep your systems performing optimally.

*workaround may be offered while resolution is in progress

Example: Critical Issue Reported at 5:00 PM on Friday

SmartCare Contract: Engineers will begin identifying the issue on Monday morning after the weekend, as SmartCare support is limited to business hours only.

PremiumCare Contract: Engineers will begin identifying the issue immediately, regardless of the time or day, as PremiumCare provides 24/7 support with calendar hours counting toward SLA times.