SLA Policy

Priority levels

  • Critical: System down, data loss risk, security breach — immediate response
  • High: Major functionality impaired — urgent response
  • Medium: Partial impact, workaround available — scheduled response
  • Low: Minor issues, improvements — planned response

Response targets

Specific response and resolution targets are defined in your signed MSO agreement and SLA document. Targets may vary based on plan, scope, and business hours.

Exclusions

  • Issues caused by unauthorized changes by client or third parties
  • Force majeure events
  • Third-party service outages outside CYNAYD control
  • Scope outside agreed MSO responsibilities

These policies are operational guidelines and may be superseded by a signed client agreement, proposal, or SLA document.

WhatsAppBook Consultation