What we promise in the contract, in numbers
Response and resolution times per incident class. The same numbers are in the contract. A ticket report every month.
- 30 min
- response to a critical incident, 24/7
- from 4 h
- recovery after a critical incident
- 99.5%
- monthly service availability
- Monthly
- ticket report
Response and resolution
| Class | Example | Response | Recovery |
|---|---|---|---|
| Critical | The whole company is down: server, network, internet, mail; mass malware infection | 30 minutes | from 4 hours |
| High | A group of users or a key system is down; a senior manager cannot work | 2 business hours | 1 business day |
| Normal | One user is affected and there is a workaround | 4 business hours | 2 business days |
| Request | Configuration, a consultation of up to 30 minutes, a new user account | 1 business day | 3 business days or as agreed |
A mass malware infection is also a critical incident: we respond within 30 minutes and isolate infected machines straight away. Full recovery usually takes longer than 4 hours; we give a timeline after the initial assessment and restore data from backups.
You control one number: maximum downtime
- Step 1Assessment
An engineer visits your office and reviews the infrastructure and its condition.
- Step 2Service list
Together we list your IT services — 1C, mail, branch network — and how critical each one is.
- Step 3Contract
For each service we fix the maximum downtime and resolution time. If we exceed them, we are liable under the contract.
- First monthImprovement plan
We give you a plan to improve the infrastructure, so the SLA numbers can be tightened over time.
Missed the deadlines — discount on the next month
| Response times met for critical and high tickets | Discount on the monthly fee |
|---|---|
| 90% to 95% | 5% |
| 80% to 90% | 10% |
| below 80% | 20% |
Times are counted from ticket registration. We accept tickets by email at support@agregator.kz, by phone at +7 727 356 55 77, on WhatsApp at +7 705 927 55 77 and through the portal support.agrg.net. Critical incidents are accepted 24/7 by calling any support number.
When the SLA applies
| Mode | Hours | What it covers |
|---|---|---|
| 8/5 | Mon–Fri, 9:00–18:00 | All incident classes |
| 8/7 | Daily, 9:00–18:00 | All incident classes |
| 24/7 | Round the clock | Critical server and network incidents — on-duty engineer, call the support phone |
What we promise and what we don’t
- Prevention: updates, antivirus, MFA, backups — as part of the managed workstation package.
- Detection: server and network monitoring.
- Response: by incident class from the table above, within the hours of the chosen mode.
Planned maintenance is done outside business hours, with 24 hours’ notice.
A question about the SLA or the contract?
We will send you the standard contract and answer questions about the terms.