We publish our numbers because we hit them.
Most MSPs bury their SLA behind an NDA or skip publishing one entirely. We put ours on the website because accountability starts before the contract is signed. These are the commitments every managed client receives from day one.
Response time guarantees
Response time is measured from ticket creation to first human reply from an engineer, not a bot and not an auto-acknowledgment.
15 minutes
Senior engineer immediate escalation, including after-hours for managed clients with 24/7 coverage.
30 minutes
Core business function impaired but operational. Multiple users affected.
2 hours
One user blocked or a non-critical system issue. Workaround may be available.
Next business day
Planned changes, new user setups, procurement requests, documentation updates.
Actual performance: Average response time across all managed clients in 2025: 14 minutes.
99.9% infrastructure uptime
For managed environments under Sage's operational control, we commit to 99.9% uptime. In practical terms, that means fewer than 8.7 hours of unplanned downtime per year.
What counts
Client-side infrastructure under Sage management: servers, switches, firewalls, access points, hypervisors, and cloud resources we provision and monitor. If we deployed it and we maintain it, we own the uptime number.
What doesn't count
ISP outages, client-initiated changes made without Sage involvement, force majeure events, and scheduled maintenance windows communicated at least 48 hours in advance.
How we measure
Continuous synthetic monitoring with alerting thresholds. Uptime is calculated monthly, reported quarterly in your business review, and available on request at any time.
What happens when we miss
No SLA is worth anything without consequences. When we fall short, this is what follows, no exceptions and no waiting for you to ask.
Service credits
Sustained P1 incidents that exceed the SLA response window trigger service credits applied to the following month's invoice. The credit schedule is defined in the managed services agreement.
Post-incident review within 48 hours
Every P1 and P2 incident gets a written post-incident review delivered within 48 hours of resolution. Not a paragraph in a ticket thread, a structured document covering timeline, impact, and response.
Root cause analysis shared with client
The RCA is yours. What broke, why it broke, what we changed so it does not break the same way again. Documented, shared, and referenced in your next quarterly business review.
The 30-day out clause
Every managed services agreement includes a 30-day termination clause. No early termination fees. No hostage situations. No "well, technically your contract says..."
30-day written notice
Either party can terminate the agreement with 30 days written notice. No cooling-off period games, no penalty clauses.
Full documentation handoff
Network diagrams, credentials, vendor contacts, configuration backups, and runbooks are transferred to your successor MSP or in-house team. Your infrastructure documentation is yours.
No ETF, ever
Zero early termination fees. If we are not earning the relationship, we do not deserve the revenue. The alignment is simple: we earn the next month, every month.
Measurement and reporting
Numbers only matter if you can see them. We do not cherry-pick metrics or wait for an annual review to surface problems.
Quarterly business reviews
Every managed client gets a scheduled QBR that includes SLA performance data, ticket volume trends, infrastructure health, and recommendations. This is a conversation, not a slide deck.
Client portal access
Ticket history, response times, and resolution data are available through the SherpaDesk client portal. You do not have to call us to find out how we are doing.
Transparent analytics
We use Plausible for our own website analytics, privacy-friendly and publicly auditable. The same principle applies to how we report on your environment: no black boxes, no selective reporting.
Ready to see the SLA before you sign?
A 30-minute call. We will walk through the agreement, answer your questions, and give you a written assessment within 48 hours.