SERVICE LEVEL AGREEMENT
Mann will service off-site or on-site at our consultants' discretion, depending on the nature of the incident and our consultants’ ability to diagnose and/or resolve the particular issue(s). Times listed below are response time estimates, not resolution time estimates.
Below are the Service Level Agreement Response times for end user support and network management Services.
After hours and remote and onsite support for end user issues will be billed on a time and materials at a corresponding rate to the level of service provided. Time and Materials work will be billed in 15 Minute increments with a minimum of 1 hour. Work done outside of Mann standard business hours is charged at 2x the regular rate.
Mann business hours are 8:30am-5:30pm Monday to Friday, Mann Consulting office is closed on Saturdays, Sundays, and Federal & State U.S. Holidays.