Infrastructure Support · Deliverable
Infrastructure Fault Response and Resolution SLAs.
Defined SLAs for response and resolution of infrastructure faults
Part of Infrastructure Support. Last reviewed October 2026.
Quick answer
What is Infrastructure Fault Response and Resolution SLAs?
An infrastructure support SLA is a written agreement that defines how quickly a provider must respond to and resolve faults on servers, network, storage and power systems. Deploris drafts severity tiers, response and resolution targets, escalation paths and reporting terms around your estate, so you receive measurable service terms instead of informal best effort.
WHAT THE WORK COVERS
What Infrastructure Fault Response and Resolution SLAs includes.
- 01Severity definitions tied to business impact, such as a full site outage versus a single failed redundant power supply
- 02Response and resolution targets per severity, stated separately for business hours and out of hours
- 03An escalation matrix naming the engagement manager, on-call engineer, your NOC or service desk contact and vendor support contacts
- 04Clock rules that state when the SLA timer starts, when it pauses (waiting on site access or a vendor part) and when it stops
- 05Parts logistics terms that link targets to on-site spares or to your vendor support entitlements such as next business day or 4-hour parts contracts
- 06Reporting measures including response attainment, time to restore and repeat-fault counts per asset
- 07A review cadence for retuning targets once real ticket data exists
HOW WE DELIVER IT
How it is delivered.
- 1
Inventory and classify the estate
We walk the asset list or CMDB export with you and group devices by function and criticality: core switching, storage controllers, hypervisor hosts, edge sites, UPS units. Each group gets a draft severity class.
- 2
Draft the severity matrix and targets
We propose response and resolution targets per class and per time window, based on your recovery time objectives, existing vendor contracts and the spare parts you actually hold.
- 3
Agree clock rules, escalation and exclusions
Together we define when the timer pauses, who is called at each escalation step, and which faults sit outside scope, such as application-layer issues owned by another team.
- 4
Activate and review
The SLA is attached to the written scope before work starts. After the first reporting cycles we review attainment against ticket data and adjust targets that were too tight or too loose.
INPUTS AND OUTPUTS
What you provide and what you receive.
You provide
- An asset list or CMDB export with locations, models and serial numbers
- Existing vendor support contracts and entitlement or contract IDs
- Recovery time and recovery point expectations for your most critical systems
- Site access rules, escort requirements and out-of-hours contacts
- Access to your ticketing or alerting platform, or the mailbox that raises tickets
You receive
- A written SLA schedule attached to the engagement scope
- A severity matrix mapping fault types to response and resolution targets
- An escalation contact sheet with named roles and call order
- A reporting template that shows attainment against each target
- A scheduled SLA review after the first reporting cycles
WHEN IT FITS
When this is the right deliverable.
You rely on a patchwork of vendor warranties and internal goodwill and need a single document that says who responds to a failed core switch, and how fast.
Your auditors or internal customers ask for evidence that infrastructure faults are handled within defined timeframes, and you currently have no written targets.
You are consolidating several sites or countries under one support model and need consistent severity definitions across all of them.
WHERE WE DELIVER
Delivered in 75+ metros across 11 countries.
Local, vetted engineers deliver this work on site across the United States and Western Europe, coordinated by one engagement manager.
QUESTIONS
Frequently asked questions.
What should an infrastructure support SLA include?
What is the difference between response time and resolution time in an SLA?
Does Deploris guarantee a fixed response time for every fault?
Can an infrastructure SLA cover hardware that is under a vendor warranty?
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