SERVICE LEVEL AGREEMENT
Mann will service off-site or on-site at our consultants' discretion, depending on the nature of the incident and our consultants’ ability to diagnose and/or resolve the particular issue(s). Times listed below are response time estimates, not resolution time estimates.
​
Below are the Service Level Agreement Response times for end user support and network management Services.
​
After hours and remote and onsite support for end user issues will be billed on a time and materials at a corresponding rate to the level of service provided. Time and Materials work will be billed in 15 Minute increments with a minimum of 1 hour. Work done outside of Mann standard business hours is charged at 2x the regular rate.
Mann business hours are 8:30am-5:30pm Monday to Friday, Mann Consulting office is closed on Saturdays, Sundays, and Federal & State U.S. Holidays.