Service Level Agreement (SLA) & Service Level Objectives (SLO)

Clear Service Expectations. Measurable Performance. Proactive Support.

At OJASVI, Managed Infrastructure Services are built around clearly defined service expectations, measurable objectives, and structured operational processes.

The OJASVI Managed Infrastructure Services (OMIS) SLA & SLO framework establishes a consistent approach to infrastructure monitoring, incident response, escalation, communication, service reporting, and ongoing service management.

Our objective is simple: provide customers with transparency into how their managed infrastructure is monitored, supported, and managed. 

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What Our SLA & SLO Framework Covers

24×7 Infrastructure Monitoring

Covered infrastructure can be monitored continuously to identify availability, performance, and health conditions.

Automated monitoring helps identify potential issues and enables incidents to be detected proactively rather than relying solely on customer reporting.

Defined Incident Response Objectives

OMIS uses a structured priority classification to help ensure that incidents are handled according to their business impact and urgency.

Priority	Description	Initial Response Objective
P1 – Critical	Major service disruption or business-critical infrastructure issue	Within 30 minutes
P2 – High	Significant degradation affecting important services	Within 1 business hour
P3 – Medium	Limited impact or service degradation	Within 4 business hours
P4 – Low	General service request or low-impact issue	Within 1 business day

Response objectives are subject to the applicable service tier, support hours, and customer-specific Statement of Work.

Proactive Monitoring & Incident Detection

OMIS can identify infrastructure events through automated monitoring and alerting. When appropriate, monitoring events can initiate the incident-management process without requiring the customer to first report the issue.

Structured Escalation

Incidents are managed through defined escalation procedures based on priority, impact, and service requirements.

Where required, OJASVI can coordinate with Cisco, technology vendors, carriers, hardware providers, and other third parties to facilitate resolution.

Customer Communication

OMIS provides structured communication throughout significant incidents and service events.

Communication practices may include:

• Incident acknowledgment

• Status updates

• Escalation notifications

• Resolution communication

• Service reporting

• Periodic service reviews

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Service Availability & Support

OMIS provides 24×7 automated monitoring for covered infrastructure.

Standard customer support personnel are available during OJASVI’s defined business hours, excluding applicable holidays. Extended-hours or 24×7 staffed support can be provided when specifically included in the customer’s service agreement or Statement of Work.

This distinction allows OJASVI to provide continuous infrastructure visibility while aligning human support coverage with each customer’s operational requirements.

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Service Reporting & Reviews

Service management does not stop when an incident is resolved.

Depending on the customer’s service tier and agreement, OJASVI can provide reporting and service reviews covering areas such as:

• Infrastructure health

• Incident activity

• Service performance

• Monitoring events

• Recurring issues

• Capacity and performance indicators

• Configuration and lifecycle activities

• Recommendations for improvement

These reviews help customers understand the performance of their managed environment and identify opportunities for continuous improvement.

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Change & Maintenance Management

OMIS incorporates structured processes for managing infrastructure changes and scheduled maintenance.

This may include:

• Change planning

• Configuration updates

• Maintenance coordination

• Customer notification

• Validation following changes

• Documentation and service records

Scheduled maintenance and approved changes are managed separately from unplanned service incidents.

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Configuration & Backup Management

Maintaining accurate and recoverable infrastructure configurations is an important component of operational resilience.

OMIS can support:

• Configuration backups

• Configuration change management

• Configuration validation

• Recovery support

• Infrastructure documentation

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Customer Responsibilities

Effective managed services require collaboration between OJASVI and the customer.

Customer responsibilities may include providing:

• Appropriate access to managed infrastructure

• Accurate environment and contact information

• Timely approvals for required changes

• Notification of unauthorized or planned changes

• Required third-party/vendor information

• Appropriate connectivity and facilities

Customer-specific responsibilities are defined in the applicable service agreement and Statement of Work.

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Third-Party Dependencies

Some infrastructure services depend on third parties, including internet service providers, telecommunications carriers, hardware manufacturers, software vendors, cloud providers, and other technology providers.

Where an issue is outside OJASVI’s direct control, OJASVI will coordinate and escalate with the appropriate third party when included within the contracted service scope.

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Service Levels Are Tailored to Your Environment

OMIS provides a standard SLA/SLO framework while allowing service commitments to be customized for each customer.

The customer-specific service schedule can define:

• Service tier

• Managed locations and devices

• Monitoring scope

• Support hours

• Incident response objectives

• Availability objectives

• Reporting frequency

• Service review frequency

• Escalation requirements

• Service credit or remedy provisions, where applicable

This approach allows OJASVI to align service commitments with the customer’s infrastructure, operational requirements, and business priorities.

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Designed for Accountability

The OMIS SLA & SLO framework gives customers a clear understanding of:

What is monitored.
How incidents are prioritized.
How quickly OJASVI responds.
How escalation is handled.
How service performance is measured.
How ongoing service management is reviewed.

Our goal is to make managed infrastructure services transparent, measurable, and aligned with business requirements.

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Download the OMIS SLA & SLO

For complete details regarding service objectives, incident priorities, response objectives, exclusions, customer responsibilities, service reporting, onboarding, offboarding, and customer-specific SLA provisions, download the complete OMIS SLA & SLO document.

[Download OMIS SLA & SLO – Version 1.0]

Document Version: 1.0
Effective Date: September 21, 2026
Service Provider: OJASVI LLC

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