Guaranteed Service Levels

Unlike a lot of other service companies, DataFocus guarantees service levels for our customers. As a DataFocus customer you can expect 1 hour response times when you have a problem, and documented service level agreements when working with that problem.

1 hour response times

DataFocus guarantees our customers, regardless of service level, that we will begin working on your issue within an hour. Our operations team is standing by to begin remote remediation on all your service desk requests.

Service Level Agreements (SLA)

When you become a DataFocus customer, you have the option of implementing documented service level agreements when we are working on your system. This means that we can guarantee that within a certain time frame your issue will get escalated to a senior level engineer and ultimately all the way up to upper management and third party support, as needed. Below is what our standard SLA looks like. Custom SLA's are available for more demanding clientele.