Enterprise SLA and service commitment.
Imperium Solutions LLC backs covered managed environments with clearly defined service standards, support priorities, and a 99.9% monthly uptime commitment — a transparent operating framework, stronger accountability, and clearer expectations around availability and support response.
Provider will use commercially reasonable efforts to make each covered production environment available at least 99.9% of the time during each calendar month, excluding excluded downtime. 99.9% monthly availability permits approximately 43 minutes and 50 seconds of downtime in a 30-day month.
If monthly uptime falls below the contracted threshold for a covered environment, service credits may be issued in accordance with the client's managed services agreement. Credits are the client's sole monetary remedy for SLA misses, capped at 50% of the monthly recurring fee for the affected service.
Priority response targets.
Defined by business impact. Presented as enterprise service standards — to be formally contracted in the managed services agreement.
| Priority | Level | Initial Response | Status Updates | Posture |
|---|---|---|---|---|
| P1 | Critical Outage | 15 minutes | Every 30 min until stabilization | Continuous reasonable efforts |
| P2 | Major Degradation | 1 hour | Every 4 business hours | Expedited triage |
| P3 | Standard Issue | 4 business hours | Next update by next business day | Standard queue |
| P4 | Service Request | 1 business day | As reasonably needed | Scheduled handling |
A defined escalation path.
Executive oversight engages for prolonged or high-impact incidents. Quarterly reviews evaluate incidents, trends, recommendations, and roadmap priorities.
What does not count against uptime.
- —Scheduled maintenance performed during published windows with required notice.
- —Emergency maintenance reasonably necessary to protect service integrity or security.
- —Outages caused by client systems, acts, omissions, unsupported software, or unauthorized changes.
- —Failures of third-party systems, networks, carriers, DNS, cloud services, or APIs outside contracted responsibility.
- —Force majeure events.
Govern your infrastructure with a real service framework.
Define your covered environments, response priorities, and escalation paths in a formal managed services agreement.
Discuss Your Environment