Service Level Agreement

antique AlarmClock

Managed services in Greater Cleveland is a crowded market place in which over 100 providers ply their wares. What differentiates Ashton Technology Solutions from the rest of the market? We’re confident that we could put together a pretty good list of things, but many would be subjective.  Two items that are quantifiable, however, are the way we handle data backup and recovery, and our service level agreement (SLA).

A service level agreement is standard practice in the technology industry, and is a commitment between a provider and client, typically regarding performance, quality, or availability. Ashton’s SLA refers specifically to our help desk response and resolution times. When an Ashton customer creates a help desk ticket, a member of the Ashton support team will contact them within one hour. Our goal then is to resolve 85% of all tickets within eight business hours (one day).

We challenge you to find a provider offering that same level of service.  Our competitive analysis shows that the industry standard service level agreement for managed services providers in the Cleveland area is eight business hours to respond, and 24 business hours (three days) for resolution.  Can your business wait that long for an urgent matter?


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Ashton Technology Solutions develops proactive business technology strategies to arm our clients for success.

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Beachwood: 216-397-4080
Wooster: 330-439-5730

23625 Commerce Park
Suite 130

Beachwood, Ohio 44122