Commercial Infrastructure Services
Kloof • Hillcrest • Upper Highway • Greater Durban
DOCUMENT: SLA Corporate Retainer Overview
REF: QC-SLA-2026-V1
ENQUIRIES: support@quickstartcomputers.co.za
PHONE: 083 295 1663
Service Level Agreement (SLA) Matrix & Retainer Scope
This document outlines the guaranteed response times, proactive preventative maintenance schedules, and operational incident triage protocols delivered by Quickstart Computers under our monthly corporate SLA retainers.
1. Incident Priority & Guaranteed Response Frame
| Severity Tier | Example Scope | Response Window | On-Site Dispatch |
|---|---|---|---|
| P1 — Critical Outage | Core firewall failure, main file server down, complete POS network offline, internet blackout across entire office. | < 30 Minutes | < 2 Hours On-Site |
| P2 — Workflow Degradation | Department printer offline, CCTV recording failure, single office segment down, critical workstation boot failure. | < 1 Hour | < 6 Hours Same-Day |
| P3 — Standard Request | New staff PC provisioning, memory upgrades, software deployment, routine maintenance, network password changes. | < 2 Hours | Next Business Day |
2. Scope of Proactive Monthly Coverage
Server & Network Health Audits
Routine switch, router, and access point firmware patching. VLAN and bandwidth performance optimization to eliminate latency spikes.
Fail-Safe Backup Verification
Automated weekly audit of local and cloud backup routines with simulated restore testing to ensure disaster recovery integrity.
Provision-ISR Surveillance Maintenance
Monthly camera loop health check, lens cleaning schedules, storage retention validation, and uninterrupted power supply (UPS) testing.
Priority Helpdesk & Remote Support
Unlimited remote desktop sessions (via DWService engine) for staff machines with zero ad-hoc consultation surcharges.
Retainer tiers are tailored to your workstation count and server density.
Callout fee exemptions apply for contracted SLA clients in Kloof & Hillcrest.