Tekswift Non-Retainer SLA
For all Tekswift clients who are outside of an active service agreement or are provided services on an hourly basis. Please reference your individual service agreement(s) for the most pertinent SLA terms, as they will supersede any defined here.
All service requests are answered in the order received and undergo triage assessment. Our typical response time for non-retainer requests is within 1 business hour maximum. We define “response time” as the time allowed between your request and receipt of a meaningful response. Service response times vary for non-retainer clients, but are generally provided within 24 hours from receipt of meaningful response. Retainer clients receive priority versus non-retainer clients when assigned to a work queue.
Support Request Requirements
In order to receive support from Tekswift, your request must be received via the following medium (any individual option is acceptable):
Service requests sent to any email address at Tekswift other than email@example.com are subject to delays and/or assessments for required documentation efforts. Requests communicated over mediums not specifically indicated here do not qualify for any SLA.