Every NerdSquad managed IT plan includes an industry-leading SLA. It sets how we prioritize, respond to and escalate your issues, and the exact commitments for your business are written into your service agreement.

A Service Level Agreement (SLA) is the part of an IT contract that spells out what you can expect when something breaks: how issues are prioritized, which hours are covered and how problems get escalated. It's the written commitment behind the friendly sales conversation. Here is how ours is structured and where to find the details that apply to you.

What our SLA covers

Your SLA describes a few core things:

• Priority levels: how issues are classified by business impact, from Critical (the business has stopped) to Low (help needed, work continues).
• Response targets by priority: higher-priority issues are held to tighter targets, so a server outage is handled ahead of a request for a new desk phone.
• Coverage hours: the hours our technicians work your tickets, which depend on your plan.
• Escalation: how an issue moves to a specialist when it needs one, and how we keep you updated along the way.

We don't publish a single response time for every situation. A company-wide outage and a password reset shouldn't wait in the same line, and one advertised number would hide that difference.

Priority levels

When you open a ticket, you can set its priority, or our team will assign one based on what you describe. In short:

• Critical: business operations have stopped or are severely affected.
• High: a person or function is significantly affected, but the rest of the business is working.
• Medium: a real problem with a workaround or limited impact.
• Low: minor issues and requests that don't stop work.

Examples and guidance for each level are in What do the ticket priorities mean? For anything Critical, call us as well as opening a ticket.

Coverage windows by plan

Our managed IT services come in three plans. Each includes an industry-leading SLA; the difference is the hours our technicians actively work your tickets:

• Endpoint Starter: business hours, Monday through Friday
• Endpoint Pro: extended hours, seven days a week
• Endpoint 360: 24/7, including weekends and holidays

Automated monitoring runs around the clock on every plan. When remote monitoring and management (RMM) spots a failing drive, a missed backup or a security alert, a ticket opens on our side, often before anyone in your office notices. If your business runs evenings or weekends, pick the plan whose coverage matches your hours.

How escalation works

We run two support tiers instead of the usual three. The technician who picks up your issue works the problem rather than taking notes and passing it along. If it needs a specialist, it goes straight to one, and you don't have to explain it again. Throughout, we tell you what we're checking and when to expect the next update.

How to start the clock

Reach us by phone, email, the support portal or the portal chat, or through your account contact. Phone is best for anything urgent. The full list is in How do I get support or submit a ticket?, and what happens after you report an issue is covered in How quickly can you respond to IT issues?

The agreement is the source of truth

This article explains how our SLA is structured. Your service agreement defines the specifics for your account: plan coverage hours, priority definitions, response targets, escalation steps and after-hours procedures. If anything here differs from your agreement, the agreement wins.

Current clients can ask for a copy or a walkthrough any time. If you're comparing providers, we'll go through every term with you before anything is signed, and we're happy to put our SLA next to the one you have now.

Talk to NerdSquad

Already a client? Call (239) 465-0079 or submit a ticket. If something is down, call so we can start right away.

Not a client yet? NerdSquad Managed IT Services is a Managed Service Provider (MSP) based in Naples, Florida. We support businesses onsite across Southwest Florida and remotely nationwide. Book a discovery call or call (239) 465-0079.

Related: IT help desk support