EFFECTIVE DATE: AUGUST 20TH, 2020
MARFI Systems, Inc. ["MARFI," "we," "us," or "our"] is committed to meeting your business objectives, budget requirements, and helping achieve mutual operational excellence.
This RATES & SLAs disclosure outlines our commitment to service standards and provides transparency on how we charge for on-prem technicians billable hours.
SERVICE LEVEL AGREEMENTS (SLAs)
Our defined performance standards for the LAUNCHPAD Platform. Unless otherwise agreed upon in a Master Service Agreement (MSA) for your specific business.
BRONZE TIER
Does not provide MARFI managed services - at this tier, the platform is self-managed by your internal IT team or service partner. Please defer to said team.
Our LAUNCHPAD platform Uptime is 99.9% and our Time-to-Resolve (TTR) standards for outages of the platform is ~4 business hours, unless otherwise communicated for planned maintenance in advance, or in the event of a critical emergency.
SILVER TIER
At this tier, the platform is fully managed, or co-managed, by MARFI ITDesk technicians and the below SLAs are in effect:
Impact | First Response | Closed Ticket |
No Impact 48 Hours 5 Days
Minor 4 Hours 48 Hours
Major 1 Hour 8 Hours
Site Down 15 Minutes 4 Hours
Server Issue 15 Minutes 2 Hour
Crisis 15 Minutes 1 Hour
GOLD TIER
At this tier, the platform is fully managed, or co-managed, by MARFI ITDesk technicians and the below SLAs are in effect:
Impact | First Response | Closed Ticket |
No Impact 24 Hours 2 Days
Minor 2 Hours 24 Hours
Major 1 Hour 8 Hours
Site Down 15 Minutes 2 Hours
Server Issue 15 Minutes 1 Hour
Crisis 15 Minutes 30 Minutes
PLATINUM TIER
At this tier, the platform is fully managed, or co-managed, by MARFI ITDesk technicians and the below SLAs are in effect:
Impact | First Response | Closed Ticket |
No Impact 2 Hours 12 Hours
Minor 1 Hour 6 Hours
Major 30 Minutes 2 Hours
Site Down 15 Minutes 1 Hour
Server Issue 15 Minutes 30 Minutes
Crisis 15 Minutes 30 Minutes
NOTE
We strive to meet or exceed our SLAs wherever possible and provide your business with exceptional service. If you have any questions, please reach out to your MARFI POC (Point-of-Contact). Any custom SLAs in your MSA will override the above.
ON-PREM RATES
We strive to provide cost-effective services to keep your business running smoothly, resolve issues in a timely manner and ensure your business is operating.
Our technician rate for on-prem services is as follows:
Technician | $125 per billable hour
Network Engineer | $200 per billable hour
Incident Response | $500 per billable hour
NOTE