How Fast Do We Respond,
and What Happens If We Miss?
Financially backed SLAs on every tier. Invoice credits when we miss. No claim forms. No exceptions.
Response & Resolution Commitments
Every Priority Level. Documented Response Times. Financial Accountability.
Our SLA commitments are contractual obligations backed by invoice credits when missed. P1 coverage runs 24 hours a day, 7 days a week, 365 days a year. P2 through P4 are covered during business hours: 8:00 AM to 6:00 PM Eastern Time, Monday through Friday, excluding US federal holidays.
| Priority | Definition | Response Time | Resolution Target | Coverage Window | SLA Backing |
|---|---|---|---|---|---|
| P1: Critical | Production system completely unavailable or severely degraded. Significant business, revenue, compliance, or security impact. | 15 Minutes | 4 Hours | 24/7/365 | Financially Backed |
| P2: High | Major functionality unavailable or severely degraded. Significant operational disruption. Workarounds may exist. | 30 Minutes | 8 Hours | Business Hours | Financially Backed |
| P3: Medium | Minor functionality issue affecting limited users. Operational workarounds available. Moderate business impact. | 1 Hour | 24 Hours | Business Hours | Financially Backed |
| P4: Low | Minor issue, general question, or enhancement request. No material business impact. | 4 Hours | 72 Hours | Business Hours | Financially Backed |
Resolution targets are best-effort goals based on issue complexity, environment access, and Microsoft platform availability. They are not contractual guarantees. Response time SLAs are contractual and financially backed. When an issue requires Microsoft product team engagement, resolution timeline is subject to Microsoft's response, which is outside Onshore's control.
Our Four Guarantees
We Back Every Commitment With Something at Risk.
Guarantees without consequences are just marketing copy. Each of our four core commitments carries a defined financial consequence if we fail to meet it.
Response Time, Every Time
We commit to P1 through P4 response times on every tier, measured monthly. A first miss in a calendar month is documented with a formal warning. A second miss triggers a 5% invoice credit. Third and subsequent misses escalate the credit further.
US-Based Engineers, Every Ticket
Every ticket is handled by US-based engineers at our rural delivery centers. No offshore handoffs. No third-party routing. Your support stays in the United States from first contact through resolution.
Named TAM on Every Tier
Every Onshore Unified Support client receives a named Technical Account Manager, regardless of package tier. Your TAM is accountable for your environment, not a support queue or a call center.
Every Ticket Reaches a Documented Conclusion
No ticket is closed in limbo. Every issue reaches one of five defined outcomes. If a ticket is closed without reaching a documented conclusion, it is escalated automatically to the next level.
How Credits Work
Transparent. No Paperwork. No Dispute Process.
SLA credits are not a claims process. They are a built-in part of our billing cycle. When a commitment is missed, we identify it, calculate the credit, and apply it to your next invoice.
Tiered Remedies, Measured Monthly
SLA performance is tracked across all tickets each calendar month. A first miss results in a documented warning. A second miss triggers a 5% credit on your monthly contract equivalent. Third miss: 10%. Fourth and beyond: 15% per violation. Credits are capped at 30% of your monthly contract equivalent in any single month.
Applied to Your Next Invoice
Credits are calculated and appear as a line item on your next billing cycle. No claim submission, no escalation call, no forms to fill out. The credit is visible on the invoice itself.
Full Visibility in Your QBR
Every SLA performance metric is reviewed with your TAM at your quarterly business review. Trends, credits, and corrective actions are all on the table.
Definitive Resolution
Every Ticket Reaches a Documented Conclusion.
A ticket is never closed without a defined outcome on record. These are the only five outcomes that qualify as a closed ticket in our system.
Issue Fixed
Root cause identified and corrected. Functionality is restored and confirmed stable before the ticket is closed.
Workaround Provided
A temporary workaround allows business operations to continue. The workaround is documented and the client accepts it as the resolution path.
Escalated to Microsoft
The issue requires Microsoft product team engagement. A Microsoft case is opened with an active tracking number. Onshore maintains oversight and updates the client until Microsoft resolves.
Alternative Solution Implemented
The original approach is not possible. An alternative solution is identified, implemented, and accepted by the client as the resolution.
Confirmed Not Possible
Thorough analysis confirms the request cannot be fulfilled with current Microsoft platform capabilities. A written technical assessment is delivered to the client before the ticket is closed.
Getting Started
From First Call to Full Coverage.
Structured onboarding. Most clients are live within 10 to 45 days.
Schedule a CallExploration Call
30 minutes. We learn your Microsoft environment and support history. No commitment.
Your Proposal
Package recommendation based on your footprint, with a named TAM and full scope detail.
Onboard and Go Live
Discovery, access setup, and a structured pilot before full go-live. First QBR within 90 days.