We hold ourselves to clear service levels because accountability should be measurable — not something you have to take on faith. We think of these as service level objectives: a standard we hold ourselves to, knowing one size doesn't fit all. They give you a clear baseline for what to expect, and a foundation we tailor to what matters most for your business. This document covers our support priorities, response and resolution targets, availability, and how we escalate during emergencies.
Response and resolution targets are measured from ticket creation during the applicable coverage window. Most issues are handled faster than the targets below.
| Priority | What qualifies | First response | Resolution target | Coverage clock |
|---|---|---|---|---|
| P1 — Critical | Entire business down; company-wide outage; active security incident; hosted voice or internet fully down at a site | Within 1 hour | Continuous work until restored; restoration or workaround targeted within 4 hours (best effort) | 24/7 (on-call) |
| P2 — High | A team or department can't work; major service degradation; partial outage | Within 2 business hours | Within 8 business hours | Business hours |
| P3 — Medium | A single user affected; degraded but workable; non-blocking issue | Within 4 business hours | 1–2 business days | Business hours |
| P4 — Low | Service or change request, “how-to” questions, scheduled work | Within 1 business day | 3–5 business days | Business hours |
Resolution targets are goals, not guarantees, and reflect best-effort restoration; some issues require third-party or vendor action outside our control (see Exclusions).
Our availability objectives for the services Portal hosts and monitors. Uptime is measured monthly, per service, and excludes scheduled maintenance and the conditions listed under Exclusions.
| Service | Availability objective |
|---|---|
| Hosted voice (Portal-managed PBX) | 99.9% monthly availability for Portal's hosted PBX platform, running on redundant Canadian infrastructure. |
| Business internet | Delivered and managed by Portal over wholesale access to Canada's major carrier networks, with proactive monitoring and 24/7 support. Enhanced availability is available where Portal provides redundant or failover connectivity. Last-mile access circuits are governed by the carrier's SLA (see Exclusions). |
| Managed infrastructure | 99.9% monthly availability for infrastructure Portal hosts. For on-premises environments, Portal provides comprehensive monitoring, proactive maintenance, and the response and resolution targets above. |
When a Critical incident is confirmed, Portal commits to:
This remediation-and-communication commitment is how we stand behind our targets.
Routine maintenance is performed during off-peak windows, typically Sundays 2:00–4:00 AM ET, with at least 48 hours' notice for any maintenance expected to cause a service interruption. Scheduled maintenance is excluded from availability calculations.
These targets do not apply to, and the SLA clock pauses during:
SLA and availability performance is available to customers on request, and is reviewed during regular account check-ins (QBRs for MSP clients).