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Accountability is not a marketing promise at Adviacent — it is a contractual commitment. Every client receives a formal SLA defining exactly what response times, resolution targets, escalation procedures, and service credits they are entitled to. No vague promises. No small print surprises.
Every support ticket is categorised by priority at the time of logging. The following SLAs apply to all Professional and Enterprise AMC clients.
| Priority Level | Definition | First Response | Resolution Target | Availability |
|---|---|---|---|---|
| 🔴 Critical (P1) | System down, data loss risk, security breach, complete business interruption. Affects all users. | < 4 Hours | < 8 Hours | 24×7 / 365 |
| 🟠 High (P2) | Major function impaired, significant productivity impact. Workaround available but limited. | < 8 Hours | < 24 Hours | 24×7 / 365 |
| 🟡 Medium (P3) | Minor function impaired. Reasonable workaround available. Limited impact on productivity. | < 24 Hours | < 72 Hours | Business Hours |
| 🟢 Low (P4) | General query, enhancement request, or documentation update. No operational impact. | < 48 Hours | < 5 Business Days | Business Hours |
* Business hours: Monday–Saturday, 9:00 AM to 7:00 PM IST. Critical and High priority tickets are handled 24×7×365 for all AMC clients.
These are not aspirational targets. They are contractual commitments written into every Adviacent service agreement.
If Adviacent fails to acknowledge a Critical (P1) ticket within 4 hours, the client is entitled to a service credit equal to one week of the monthly contract value — automatically applied, no claim required.
Every engineer assigned to your account is certified on the specific products in your environment. If a client is dissatisfied with an engineer's competence, we will replace them within 48 hours — no questions asked.
Every product supplied by Adviacent is sourced through official OEM channels. If any product is found to be non-genuine or grey-market, we will replace it at zero cost within 24 hours.
For all AMC clients, Adviacent guarantees a written renewal alert no less than 60 days before any software licence, security subscription, or hardware warranty expiry date. If we miss this window, the renewal is processed at the prior year's price.
AMC contract pricing is locked for the full contract term (1, 2, or 3 years). We will not increase service rates mid-contract regardless of OEM pricing changes or inflation. OEM price increases on third-party products are passed through at cost only.
All client infrastructure information, configurations, credentials, and business data accessed during support engagements are covered by strict NDAs. Adviacent engineers sign individual confidentiality agreements as a condition of employment.
You should never have to chase us. Our escalation process is automatic — not dependent on you knowing who to call.
Priority assigned automatically based on reported impact. SLA clock starts immediately. Acknowledgement sent to client.
Certified engineer assigned within 1 hour of ticket creation. Client notified with engineer name and direct contact.
When 75% of the SLA window has elapsed without resolution, the ticket automatically escalates to senior engineering and management — without client action required.
Within 24 hours of closing a P1/P2 ticket, a root cause analysis and preventive action plan is sent to the client.
If Adviacent misses a committed SLA, service credits are applied automatically — no claim form, no argument.
| Breach Type | Threshold | Service Credit |
|---|---|---|
| P1 Response Time Missed | First acknowledgement > 4 hours | 1 week contract value |
| P1 Resolution Time Missed | Resolution > 8 hours after acknowledgement | 2 weeks contract value |
| P2 Response Time Missed | First acknowledgement > 8 hours | 3 days contract value |
| Renewal Alert Missed | Alert sent with < 60 days to expiry | Prior-year renewal pricing locked |
| Non-Genuine Product Supplied | Any product found to be non-OEM | Free replacement + 1 month AMC credit |
Service credits are calculated as a proportion of the monthly AMC contract value and applied to the next invoice automatically. Credits are not payable as cash but may be accumulated and applied to future invoices.
Every Professional and Enterprise AMC client receives a monthly report: tickets by priority, SLA compliance %, resolution times, and open items.
Auto-updates at every ticket status change — assigned, in-progress, pending client, resolved. Never left wondering what's happening.
Quarterly session with your account manager reviewing service performance, upcoming renewals, infrastructure risks, and technology recommendations.
At each AMC renewal, we review SLA performance for the year and adjust commitments if our track record justifies tightening them further.