Service Level Agreement (SLA) Policy

Last Updated: March 16, 2026

Overview

This Service Level Agreement ("SLA") Policy outlines the service commitments that Athena Information Technology Services LLC ("Athena IT") provides to its managed IT services clients. Specific SLA terms for individual clients are defined in their respective managed services agreements, which may supersede or supplement this general policy.

Service Availability

Athena IT commits to the following availability targets for managed infrastructure:

  • Critical Systems: 99.99% monthly uptime (approximately 4.3 minutes of downtime per month)
  • Standard Systems: 99.95% monthly uptime (approximately 21.9 minutes of downtime per month)
  • Non-Critical Systems: 99.9% monthly uptime (approximately 43.8 minutes of downtime per month)

Uptime is calculated as the total number of minutes in the calendar month minus downtime minutes, divided by the total number of minutes in the month. Scheduled maintenance windows, which are communicated in advance, are excluded from uptime calculations.

Incident Response Times

Athena IT classifies incidents by severity and commits to the following response times:

  • Critical (Severity 1): Service outage affecting business operations — Response within 15 minutes, continuous effort until resolved
  • High (Severity 2): Major service degradation — Response within 30 minutes, resolution target within 4 hours
  • Medium (Severity 3): Partial service impact — Response within 2 hours, resolution target within 8 business hours
  • Low (Severity 4): Minor issue or request — Response within 4 business hours, resolution target within 2 business days

Support Coverage

  • Critical and High Severity: 24/7/365 coverage via phone, email, and SMS
  • Medium and Low Severity: Business hours coverage with next-business-day response for after-hours submissions
  • Proactive Monitoring: 24/7/365 automated monitoring with AI-driven incident detection and response

Escalation Procedures

If a client is not satisfied with the progress of an incident resolution, the following escalation path is available:

  1. Level 1: Service Desk Manager — Contact via normal support channels
  2. Level 2: Technical Operations Manager — Contact via team@athenait.ai
  3. Level 3: Client Success Director — Contact via team@athenait.ai
  4. Level 4: Executive Management — Contact via (510) 224-4906

Service Credits

If Athena IT fails to meet the committed uptime or response time targets, clients are entitled to service credits as defined in their individual managed services agreements. Service credits are applied to the following month's invoice. Clients must request service credits within 30 days of the service level breach.

Exclusions

The following events are excluded from SLA calculations:

  • Scheduled maintenance windows communicated at least 48 hours in advance
  • Force majeure events (natural disasters, acts of war, government actions)
  • Issues caused by client actions, third-party services, or unauthorized changes
  • Internet or network connectivity issues outside of Athena IT's control
  • Issues resulting from client's failure to implement recommended security measures

Reporting

Athena IT provides monthly service reports to all managed services clients, including uptime statistics, incident summaries, resolution times, and trend analysis. Quarterly business reviews are available to discuss service performance, optimization opportunities, and strategic planning.

Contact Us

For questions about this SLA Policy or to report a service issue: