Service Level Agreement

Introduction

This Service Level Agreement (SLA) outlines the terms and conditions under which CyberITEX provides managed security and IT services to our clients. It defines our commitment to service quality, availability, and support response times.

CyberITEX operates on a project-based model, where timeframes and deliverables are agreed upon before or during the project start. This approach allows us to tailor our services to the specific needs and priorities of each client.

This policy was last updated on March 14, 2025.

Service Delivery Model

CyberITEX provides services based on a project-centric approach:

• Project-Based Delivery: Services are scoped, scheduled, and delivered as discrete projects with defined outcomes
• Time Agreement: Project timelines, milestones, and delivery dates are established through consultation and mutual agreement prior to or during project initiation
• Scope Definition: Each project includes a clearly defined scope of work that outlines deliverables, exclusions, and acceptance criteria
• Resource Allocation: Appropriate personnel and resources are dedicated to each project based on its requirements
• Priority-Based Execution: Projects are prioritized based on client needs, urgency, and strategic importance

Project Initiation and Planning

Our project initiation process includes:

• Requirements Analysis: Thorough assessment of client needs, existing environment, and desired outcomes
• Project Proposal: Detailed proposal outlining scope, deliverables, timeline, and cost
• Timeline Agreement: Collaborative definition of project schedule with key milestones
• Resource Planning: Identification and allocation of appropriate technical resources
• Risk Assessment: Evaluation of potential risks and mitigation strategies
• Project Charter: Formal document establishing project parameters, roles, and responsibilities

All project details, including scope and timeline, are documented and shared with clients for review and approval before work begins.

Service Response Times

While our services are project-based, we maintain the following response times for client communications and support:

Business Hours: Monday-Friday, 9:00 AM to 5:00 PM Mountain Time (MT), excluding US federal holidays.

Project Execution and Monitoring

During the execution phase of projects, we:

• Regular Status Updates: Provide clients with scheduled updates on project progress
• Milestone Tracking: Monitor and report on achievement of project milestones
• Documentation: Maintain detailed documentation throughout the project lifecycle
• Quality Assurance: Implement quality control measures to ensure deliverables meet requirements
• Change Management: Follow a formal process for handling scope or requirement changes
• Issue Resolution: Promptly address and resolve any issues that may impact project delivery

Change Management

We recognize that project requirements may evolve over time. Our change management process includes:

• Change Request Documentation: Formal documentation of requested changes
• Impact Assessment: Evaluation of how changes will affect scope, timeline, and cost
• Approval Process: Client review and approval of change requests before implementation
• Timeline Adjustment: Mutually agreed revisions to project timelines when necessary
• Documentation Update: Revision of project documentation to reflect approved changes

Changes that significantly alter project scope may require contract amendments and timeline reassessment.

Communication Channels

We provide multiple channels for project communication and support:

• Client Portal: Secure online platform for project tracking, documentation, and communication
• Email Support: Dedicated email addresses for different types of inquiries
• Phone Support: Direct phone access to project managers and support team
• Video Conferencing: Regular scheduled meetings for project updates and discussions
• Emergency Hotline: 24/7 emergency contact for critical issues
• Ticketing System: Structured system for tracking and resolving support requests

The primary communication channel and frequency of updates are established during project initiation.

Project Completion and Acceptance

Our project completion process includes:

• Deliverable Review: Client review of all project deliverables against acceptance criteria
• Testing and Validation: Verification that all components work as specified
• Knowledge Transfer: Providing necessary training and documentation for client teams
• Formal Acceptance: Client sign-off on project completion
• Post-Implementation Support: Defined period of support following project completion
• Project Closure Report: Summary of project outcomes, lessons learned, and recommendations

Ongoing Support

Following project completion, we offer:

• Warranty Period: 30-day warranty period for all deliverables
• Support Options: Various support packages for ongoing maintenance and assistance
• System Monitoring: Proactive monitoring services for implemented solutions
• Regular Maintenance: Scheduled maintenance to ensure optimal performance
• Future Enhancements: Consultation on potential improvements and upgrades

Support options and terms are discussed during project closure to ensure continuity of service.

Client Responsibilities

To ensure successful project delivery, we request that clients:

• Provide Timely Information: Furnish necessary information and resources when requested
• Review and Feedback: Promptly review deliverables and provide feedback
• Decision Making: Designate authorized personnel for making project decisions
• Access Provision: Grant access to systems and facilities as required for project execution
• Testing Participation: Participate in testing and acceptance procedures
• Change Request Process: Follow the established change request process for any scope modifications

Service Credits and Remedies

In the event of service delivery issues:

• Delivery Delays: If CyberITEX fails to meet agreed-upon deadlines without approved changes, we will provide additional services at no extra cost to remediate the delay
• Quality Issues: If deliverables do not meet documented specifications, we will rectify the issues at our expense
• Response Time Failures: If we fail to respond within the specified response times for critical issues, service credits may be applied to future invoices

Specific remedies for service delivery issues are detailed in individual client contracts.

Performance Measurement

We measure our performance through:

• Project Timeliness: Percentage of projects delivered on schedule
• Quality Metrics: Number of defects identified during and after project delivery
• Response Time Compliance: Adherence to specified response times
• Client Satisfaction: Regular satisfaction surveys and feedback collection
• Issue Resolution Efficiency: Time taken to resolve reported issues

Performance metrics are shared with clients in regular service review meetings.

SLA Review and Updates

This SLA is subject to periodic review and may be updated to reflect:

• Changes in service offerings or delivery methods
• Evolving client needs and industry standards
• Improvements in technology and processes
• Regulatory or compliance requirements

Clients will be notified of any significant changes to this SLA, and the most current version will always be available on our website.

Contact Information

For questions or concerns regarding our SLA: