Service Level Agreements (SLAs)

Defined commitments. Measurable performance. Reliable support.

SKJ Engineering’s Service Level Agreements (SLAs) provide a structured framework to ensure timely, consistent, and accountable support for your systems. Tailored to your operational needs, our SLAs define response times, resolution targets, support coverage, and escalation procedures — giving you clarity and confidence in every interaction.

From basic support to mission-critical environments, we offer tiered SLA options to match your performance and availability requirements.

Key features

• Customizable SLA tiers based on system criticality and business hours
• Guaranteed response and resolution times (e.g., 4-hour, next business day)
• Defined escalation paths and support channels (phone, email, remote, on-site)
• Detailed service scope, deliverables, and performance metrics
• Monthly/quarterly reporting and SLA compliance tracking
• Support for AV, IT, security, and integrated systems

Ideal for:

• Enterprises with business-critical operations
• Government, healthcare, and industrial sectors
• Facilities requiring 24/7 or extended-hour support
• Clients with multi-site deployments and centralized management
• Organizations requiring contractual support accountability