Service Level Agreements

Your Worst Problems Deserve Your Fastest Response. Priority Levels Make Sure They Get It.

A whole site down and a single minor glitch are not the same, and they should not carry the same commitment. Datacipher classifies every issue by its severity, and each level carries its own agreed response and resolution commitment, so the most damaging problems get the fastest response and nothing critical ever waits behind something trivial.

RESPONSE COMMITMENT, BY SEVERITYCriticalHighMediumLowNOTHING CRITICAL WAITS BEHINDsomething trivial
Severity classified
Fastest for worst problems
Consistent, not arbitrary
Business Challenges

Where a Trivial Ticket Blocks a Critical One

Not All Incidents Are Equal

A business-critical outage affecting everyone and a minor issue affecting one person are worlds apart in impact. Treating them the same, with the same urgency and the same commitment, serves neither well.

One Queue Buries the Critical

When every issue is handled in the order it arrives, a serious outage can sit behind a trivial request that happened to come in first. Without a way to prioritize, the most damaging problems do not get the fastest response.

Everything Urgent Means Nothing Is

If there is no severity framework, the alternative is often to treat everything as urgent. When all issues are top priority, none really are, and the genuinely critical ones no longer stand out from the noise.

No Framework, No Fairness

Without agreed severity levels, how quickly an issue is handled comes down to who shouts loudest or what arrived first, rather than what actually matters most to the business. There is no consistent, fair basis for what gets handled when.

Our Solution
Every Issue Classified, Every Priority Honored

Datacipher handles incidents by priority, classifying every issue by its severity and tying each level to its own agreed response and resolution commitment. Because a critical outage and a minor glitch are not the same, this framework is what ensures the most damaging problems get the fastest response, and nothing truly urgent ever waits behind something trivial.

Every issue is assessed based on its impact, including how many people it affects, how critical the affected systems are, and how much of the business is disrupted. It is then assigned a severity level on that basis. Each level carries its own committed response and resolution times, so a top-severity, business-critical incident is met with the fastest commitment, while lower-impact issues are handled to commitments that suit them. This is what makes the defined times meaningful and fair: rather than one blanket promise or one shared queue, the right commitment is matched to the real seriousness of each issue.

What Priority-Based Handling Covers

Severity Classified

Every issue assessed for how damaging it actually is, not treated as generic.

Fastest Commitments for Worst Problems

The most damaging issues carry the fastest response times.

Nothing Critical Waits

A critical issue is never stuck behind something trivial in the queue.

Consistent, Not Arbitrary

The same priority logic applied every time, not decided case by case.

Business Benefits

What Matters Most Handled First

01

Critical Problems Get the Fastest Response

Because the highest-severity issues carry the fastest committed times, the problems doing the most damage to your business are met most quickly, rather than waiting their turn behind lesser issues.

02

Nothing Urgent Waits Behind the Trivial

Because issues are handled by severity rather than arrival order, a business-critical incident never sits stuck behind a minor request, so the queue can never bury what matters most.

03

Effort Matched to Impact

Because each issue is classified by its real impact, support effort and urgency go where they count most, so the seriousness of the response actually reflects the seriousness of the problem.

04

A Fair, Consistent Basis

Because severity levels are agreed in advance, what gets handled how fast rests on a clear, consistent framework rather than on who shouts loudest, so prioritization is fair and predictable.

Why Datacipher

Eight Reasons Enterprises Trust Our SLA

Round-the-Clock Operations

Our NOC and SOC run 24 hours a day, every day, so your infrastructure and security are watched and supported at every hour, not just during business hours.

Certified Engineers and Support Specialists

The people behind the service are certified specialists, from network and security engineers to support professionals, so whatever you need help with is in the hands of people who genuinely know it, not a general help desk.

Proactive Monitoring

We watch for the early signs of trouble and act on them before they grow, so problems are prevented or caught early rather than discovered once they have already caused disruption.

Faster Incident Resolution

A practiced team and a clear process mean issues are diagnosed and resolved quickly, so incidents are cut short rather than left to drag on and do damage.

Insight Drawn From Your Data

We turn the constant stream of monitoring data into real insight about your environment, so patterns and risks are surfaced and decisions are guided by what the data actually shows.

Support Across India

Our support reaches across India, so wherever your sites and teams are, they are covered by the same operation rather than left beyond its range.

Multi-Vendor Expertise

We support the mix of technologies your environment is actually built from, across many vendors, so your support does not stop at one manufacturer's boundary.

Flexible Support Models

Support is shaped around how you need it, so you get the level and kind of coverage that fits your environment and your team rather than a single fixed package.

FAQs

Frequently Asked Questions

What is priority-based incident handling?
Each issue is classified by its severity, impact, and each level is tied to its own agreed response and resolution commitment. A business-critical outage is treated at the highest priority with the fastest commitment, while lower-impact issues carry commitments that suit them, so the response always matches the seriousness of the problem.
It is decided by its impact: how many people it affects, how critical the affected systems are, and how much of the business is disrupted. A widespread outage of a critical system is top priority; a minor, isolated issue is lower. Assessing impact this way is what ensures the fastest response goes to the problems that actually hurt the most.
They share the same principle but apply it in different places. Our help desk applies priority to end-user support requests, the experience of your people getting help. Whereas this service is about priority as a defined part of your service level agreement, the severity framework that governs commitments across your service.
Resources

Further Reading

Ready to make sure your worst problems get your fastest response?

Talk to our team about what this looks like for your environment.