Cloud Essentials — Service Level Agreement

Cloud Essentials is a fully managed Microsoft 365 and cloud-identity service. This agreement covers the cloud services we manage for you: email, files, user accounts, devices, and security settings.

It does not cover your internet connection, your own line-of-business software, or hardware repairs — those remain your responsibility, though we will help you coordinate with the vendor.

Our helpdesk is available Monday to Friday, 8:00 AM – 6:00 PM Eastern, excluding US federal holidays. All support is delivered remotely.

For complete outages outside business hours (everyone down, or email down for the whole company), managed-plan clients can call the after-hours emergency line, billed at $195/hour with a 1-hour minimum.

Critical (company-wide outage or security incident): we begin work within 1 hour during business hours.

High (one person fully unable to work): we begin work within 4 hours during business hours.

Normal (everything else — questions, changes, new users): we begin work within 1 business day.

“Begin work” means a qualified technician is actively working on your issue, not just acknowledging it.

We target 99.9% monthly availability for the services under our control. Microsoft’s own service availability is covered by Microsoft’s service agreement, which provides service credits we will claim on your behalf.

Keep your contact and billing details current, tell us promptly when staff join or leave, and follow the security policies we put in place (including multi-factor authentication).

This agreement does not cover: problems caused by changes you or a third party make without us; hardware failure; your internet provider; or services you have asked us not to manage.

Service is billed monthly per user. Either party may cancel with 30 days’ written notice. Our Refund & Cancellation Policy applies and is available on our website.