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Service SLA

Every engagement is backed by measurable commitments — clearly and in writing.

Commitments at a glance

Within 4 business hours for incidents, and within 1 business day for general requests and questions.

99.9% monthly uptime for environments we fully manage under a managed services plan.

A written report every month covering performance, costs and next steps — see our delivery process.

Incident response. Critical alerts on managed environments are acknowledged within 4 business hours, with a named engineer on the case until it is resolved.
Scheduled maintenance. Patching and planned maintenance are announced at least 48 hours in advance and scheduled to avoid your busy periods.
Backup verification. Backups under managed plans are verified on a regular schedule, and restore tests are documented in your monthly report.
Ads account health. Campaign issues such as disapproved ads or tracking outages are flagged within 1 business day of detection.
Transparent reporting. Every managed client receives a monthly written report — infrastructure health and costs, or campaign performance and spend — in plain language.

Environments we do not manage — if your in-house team holds the keys, we can advise but cannot commit to response times.
Issues caused by third-party platforms (cloud providers, ad networks, registrars) — we escalate and coordinate on your behalf, but their own SLAs apply.
Custom one-off projects follow the response times agreed in the written scope for that engagement.

Get in touch. Email info@position999.com with your request number and a short description of the issue.
We respond. A consultant replies within the response time above, confirms ownership and starts work.
Stay informed. You receive updates until the issue is closed, and a summary in your next monthly report.

This SLA is provided by Position Technology Inc and applies to every managed service engagement made through position999.com.

Want these commitments in your engagement? Talk to us.