What you can hold us to.

Name: National IT Service
Address: 718, 7th Floor, Vipul Plaza, Sector 81, Faridabad, Haryana, 121002, IN
Telephone: +91-98119-98370
Price range: ₹₹

National IT Service's SLA matrix for Indian businesses — response times by severity (S1–S4) and tier, uptime commitments, and credit-back policy.

Severity levels

S1 Critical: production down / revenue-blocking — email outage, ransomware containment, full network down
S2 High: major function impaired — backup failure, single-site network down, MFA broken for whole team
S3 Medium: workaround available — single user login, printer, one app malfunctioning
S4 Low: cosmetic / how-to — training questions, feature requests, password resets

Response commitments by tier

Starter MSP (Mon–Sat 9:30–18:30 IST): S1 response 2 hr / resolve 8 hr · 99.5% uptime · monthly health report flags SLA misses
Business MSP (24×7): S1 response 1 hr / resolve 4 hr · 99.9% uptime · 5% monthly-fee credit per unmet S1/S2, capped at 50%
Enterprise MSP (24×7, named on-call): S1 response 15 min / resolve 2 hr · 99.95% uptime · 10% credit per unmet S1, capped at 100%

Exclusions

Third-party SaaS vendor outages (we coordinate escalation but don't own the SLA), customer-side network or power failures, scheduled maintenance with 48-hour notice, and force-majeure events.