Service Level Agreement
Service Level Agreement (SLA)
This service level agreement (SLA) defines support scope, response targets, escalation requirements, and operational standards for ICT Shift managed services. For legal context, review our Terms of Service and the legal documents overview.
Last updated: April 17, 2026
SLA overview and commitments
Small-team delivery model
ICT Shift operates as a focused MSP team. This enables direct and fast contact, but also requires clear priority and escalation discipline from both parties.
24/7 emergency support
Critical incidents can be handled 24/7 when correctly escalated by the customer through emergency channels. Standard ticket or email submission alone is not treated as emergency escalation outside business hours.
Planned maintenance
Routine maintenance windows are scheduled in agreement with customers and communicated in advance, except in urgent security or stability situations requiring immediate action.
Support coverage and response targets
Targets below are service goals for initial response and triage. They are not guaranteed resolution times unless explicitly stated in a signed customer contract.
Business hours: Monday to Friday, 08:30-17:30 (CET/CEST), excluding Dutch public holidays. Emergency escalation details are provided during onboarding and in customer service documentation.
Customer responsibilities
- Use the correct support and emergency channels
- Provide an authorized contact and accurate incident details
- Provide required system access and approvals promptly
- Maintain local user/security policy and endpoint hygiene where unmanaged
- Escalate critical incidents immediately outside business hours
ICT Shift responsibilities
- Operate service desk and emergency intake channels
- Triages incidents by priority and impact
- Coordinate remediation, workaround, and communications
- Schedule and communicate routine maintenance windows
- Maintain service records and incident timelines
Exclusions and dependencies
- Third-party provider outages and force majeure events
- Unsupported, end-of-life, or unauthorized systems
- Delays caused by missing access, approval, or client-side action
- Security incidents caused by policy non-compliance outside managed scope
- Change requests outside contracted service package
Maintenance, communication, and review
Routine maintenance and updates are planned in consultation with the customer. Emergency maintenance may be performed immediately where needed to reduce security or operational risk.
For major incidents, ICT Shift provides status updates at appropriate intervals based on severity and available diagnostic data.
This SLA is reviewed periodically and may be updated. Service-specific contracts may override or extend this baseline SLA.
Need to escalate now?
For critical incidents outside business hours, use the emergency escalation channels provided in your onboarding and support documentation.
Standard channel: service desk ticket
Emergency channel: emergency phone number or live chat emergency option
SLA updates and contact
We may update this SLA to reflect service evolution, tooling changes, and legal or operational requirements. The latest version is always published on this page.
Questions about SLA?
If you want SLA terms aligned with your contract, support package, or operational risk profile, contact us directly.