SLA (Service Level Agreement) defines what the contractor must do and how fast. For business it is a downtime-risk control tool.
Typical SoftTech targets: remote response within 15 minutes; critical on-site visits in Minsk — target within 1 hour under agreed SLA. See Helpdesk 24/7.
Frequently asked questions
Response time vs resolve time?
Response is when the ticket is accepted and assigned. Resolve is when service is restored or a workaround is agreed.
Do all companies need 24/7?
No. 24/7 fits when nights/weekends downtime is critical. Others can use extended business-hours coverage plus an emergency channel.