Financially backed SLAs on every tier. Invoice credits when we miss. No claim forms. No exceptions.
Our SLA commitments are contractual obligations backed by invoice credits when missed. P1 coverage runs 24 hours a day, 7 days a week, 365 days a year. P2 through P4 are covered during business hours: 8:00 AM to 6:00 PM Eastern Time, Monday through Friday, excluding US federal holidays.
| Priority | Definition | Response Time | Resolution Target | Coverage Window | SLA Backing |
|---|---|---|---|---|---|
|
P1: Critical
|
Production system completely unavailable or severely degraded. Significant business, revenue, compliance, or security impact. | 15 Minutes | 4 Hours | 24/7/365 | Financially Backed |
|
P2: High
|
Major functionality unavailable or severely degraded. Significant operational disruption. Workarounds may exist. | 30 Minutes | 8 Hours | Business Hours | Financially Backed |
|
P3: Medium
|
Minor functionality issue affecting limited users. Operational workarounds available. Moderate business impact. | 1 Hour | 24 Hours | Business Hours | Financially Backed |
|
P4: Low
|
Minor issue, general question, or enhancement request. No material business impact. | 4 Hours | 72 Hours | Business Hours | Financially Backed |
Resolution targets are best-effort goals based on issue complexity, environment access, and Microsoft platform availability. They are not contractual guarantees. Response time SLAs are contractual and financially backed. When an issue requires Microsoft product team engagement, resolution timeline is subject to Microsoft’s response, which is outside Onshore’s control.
Guarantees without consequences are just marketing copy. Each of our four core commitments carries a defined financial consequence if we fail to meet it.
We commit to P1 through P4 response times on every tier, measured monthly. A first miss in a calendar month is documented with a formal warning. A second miss triggers a 5% invoice credit. Third and subsequent misses escalate the credit further.
Every ticket is handled by US-based engineers at our rural delivery centers. No offshore handoffs. No third-party routing. Your support stays in the United States from first contact through resolution.
Every Onshore Unified Support client receives a named Technical Account Manager, regardless of package tier. Your TAM is accountable for your environment, not a support queue or a call center.
No ticket is closed in limbo. Every issue reaches one of five defined outcomes. If a ticket is closed without reaching a documented conclusion, it is escalated automatically to the next level.
SLA credits are not a claims process. They are a built-in part of our billing cycle. When a commitment is missed, we identify it, calculate the credit, and apply it to your next invoice.
SLA performance is tracked across all tickets each calendar month. A first miss results in a documented warning. A second miss triggers a 5% credit on your monthly contract equivalent. Third miss: 10%. Fourth and beyond: 15% per violation. Credits are capped at 30% of your monthly contract equivalent in any single month.
Credits are calculated and appear as a line item on your next billing cycle. No claim submission, no escalation call, no forms to fill out. The credit is visible on the invoice itself.
Every SLA performance metric is reviewed with your TAM at your quarterly business review. Trends, credits, and corrective actions are all on the table.
A ticket is never closed without a defined outcome on record. These are the only five outcomes that qualify as a closed ticket in our system.
Root cause identified and corrected. Functionality is restored and confirmed stable before the ticket is closed.
A temporary workaround allows business operations to continue. The workaround is documented and the client accepts it as the resolution path.
The issue requires Microsoft product team engagement. A Microsoft case is opened with an active tracking number. Onshore maintains oversight and updates the client until Microsoft resolves.
The original approach is not possible. An alternative solution is identified, implemented, and accepted by the client as the resolution.
Thorough analysis confirms the request cannot be fulfilled with current Microsoft platform capabilities. A written technical assessment is delivered to the client before the ticket is closed.
A 30-minute scoping call is all it takes to know whether Onshore Unified Support is the right fit. No pressure, no sales deck. Just an honest conversation about your environment and what coverage would cost.
30 minutes. We will scope your environment and provide a fixed annual proposal within 48 hours.
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