Service without accountability is just effort. Every Galaxy engagement comes with defined SLAs, named escalation contacts, and quarterly reviews that measure us against outcomes — not just activity.
Most SLA documents are written to be technically met while practically ignored. Ours are written to be operationally useful — with clear priority definitions, realistic timelines, and escalation paths that bypass bureaucracy when something is genuinely urgent.
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
P1 · Critical | Complete service outage or severe degradation affecting all users in a production environment. | 15 minutes | 4 hours |
P2 · High | Major functionality impaired, significant business impact, or partial outage affecting multiple users. | 1 hour | 8 hours |
P3 · Medium | Non-critical functionality affected, workaround available, limited business impact. | 4 hours | 3 business days |
P4 · Low | Minor issues, cosmetic problems, general queries, and enhancement requests. | 1 business day, | 10 business days |
Complete service outage or severe degradation affecting all users in a production environment.
15 minutes
4 hours
Major functionality impaired, significant business impact, or partial outage affecting multiple users.
1 hour
8 hours
Non-critical functionality affected, workaround available, limited business impact.
4 hours
3 business days
Minor issues, cosmetic problems, general queries, and enhancement requests.
1 business day,
10 business days
Every engagement has a named delivery manager, a named escalation contact, and a named executive sponsor. You will never be passed between anonymous support queues when something is critical.
Every managed services client receives a quarterly business review with performance data, incident analysis, upcoming risk flags, and a roadmap discussion. These are not optional and they are not cancelled.
When we miss an SLA commitment, credits are applied automatically to the following invoice — you do not need to raise a claim or follow up. Our billing system tracks SLA performance and applies credits without prompting.
Our escalation procedure is designed to get the right people involved at the right time — without requiring you to navigate an org chart under pressure.
Log the issue via the Galaxy support portal or dedicated support line. A ticket is created, prioritised, and assigned within the response SLA.
A named engineer takes ownership of the ticket. For P1/P2, a bridge call is opened within 30 minutes with all relevant parties.
For P1 incidents, your delivery manager is automatically notified and joins the bridge call. They own communication to your stakeholders throughout.
If resolution is not on track within 50% of the SLA window, the executive sponsor on both sides is engaged. No paperwork required — it is automatic.
Request a copy of our standard managed services SLA schedule, or speak to our team about a custom SLA framework tailored to your environment.