>_ SLA v2.0 · adopted 2026-09-30
Service levels you can hold us to.
Promise only what one accountable engineer can deliver every time, then beat it. These are the commitments, written plainly.
- P1 · Critical1 business hourBusiness stopped, an active security incident, a site, server or email down for everyone, or data at risk
- P2 · High4 business hoursMajor degradation: a key person or team can’t work, or backups are failing
- P3 · NormalNext business dayOne user affected and a workaround exists
- P4 · Request2 business daysHow-to questions, new users, change requests and scheduled work
No 24/7 claims. PDI does not provide 24/7 staffed monitoring (NOC or SOC). If your environment needs round-the-clock coverage, we’ll say so up front and help you scope it with a 24/7 provider, or it stays out of scope.
>_ 01 Response targets
By priority
| Priority | Definition | Response | Status updates | Restore target (goal) |
|---|---|---|---|---|
| P1 Critical | Business stopped, an active security incident, a site, server or email down for everyone, or data at risk | 1 business hour | Every 2 hours while active | Continuous effort during business hours until restored or worked around |
| P2 High | Major degradation: a key person or team can’t work, or backups are failing | 4 business hours | End of each business day | 2 business days |
| P3 Normal | One user affected and a workaround exists | Next business day | Every 2 business days | 5 business days |
| P4 Request | How-to questions, new users, change requests and scheduled work | 2 business days | On completion | As scheduled with you |
“Response” means PDI has personally acknowledged the issue and started work. Auto-replies don’t count. The clock starts when the request arrives through the proper channel and pauses while PDI waits on you or a third-party vendor.
>_ 02 Coverage
When and how to reach us
| Business hours | Monday–Friday, 8:00 AM–6:00 PM Central, excluding U.S. federal holidays |
|---|---|
| P2–P4 requests | Client portal or email (admin@mrpearson.net) |
| P1 emergencies | Phone call required: (256) 675-9961. Email is not monitored after hours. |
| After hours | P1 only, best effort, with a target response within 2 hours, billed at after-hours rates |
| Monitoring alerts | Reviewed during business hours. Critical alerts reach PDI’s phone at any hour, but after-hours response is best effort, not staffed. |
>_ 03 Security incidents
When it’s a breach
- Any suspected compromise is treated as P1: contain, preserve evidence, recover.
- Regulatory reporting stays with the client (for defense contractors, that includes the DFARS 252.204-7012 72-hour report to DoD). PDI supports you with the facts and evidence.
>_ 04 Maintenance
Change windows
Tuesday and Thursday, 6:00–10:00 PM Central, with at least 2 business days’ notice. Critical security patches may be applied sooner, with same-day notice.
>_ 05 Continuity
No single point of failure
- Planned absences of more than 2 business days are announced at least 5 business days in advance.
- You always keep your own break-glass admin access. PDI never holds the only key.
- Every client has current runbooks and network documentation, so another qualified engineer could take over.
>_ 06 Measurement
How we keep score
PDI measures response attainment per priority and reports it monthly. The internal goal is at least 95% of tickets meeting the response target. No financial service credits are offered during the first 12 months; credits will be revisited once 6+ months of measured data exist.
>_ 07 Exclusions
What’s outside the SLA
Outages caused by third parties (ISP, Microsoft 365, cloud providers, software vendors), client-caused changes, unsupported or end-of-life hardware and software, force majeure, and work outside the agreed scope (quoted separately at Labor Rate Card rates).
Start with a free assessment.
Tell us what you’re running and what keeps you up at night. You’ll get a plain-English findings report and an honest recommendation, even if that recommendation is “you’re fine.”