Service Level Commitment

Reliability is fundamental to infrastructure performance. At FIT, our Service Level framework ensures that critical systems remain operational, secure and consistently supported.

Every support incident is classified based on business impact; critical, major, medium or minor, allowing our team to respond with clearly defined priorities and restoration timelines. Our support services operate 24/7 for covered systems, with structured response procedures designed to minimize disruption and restore operations efficiently.

While maintaining high uptime commitments, our framework also accounts for scheduled maintenance, third-party network dependencies and other external factors beyond operational control. In the unlikely event that agreed restoration targets are not met for a covered incident; eligible clients may request service credits in accordance with the commercial terms of their contract.

This structured approach ensures transparency, accountability and operational continuity.