We have partnerships with several local IT providers and can provide case studies upon request.
But one of our close partnerships since 2007 has been with IT Lab.
They have caste-iron Service Level Agreements (SLAs). Here are the results in 2010:
For critical issues they guarantee a 10 minute response. Their average time was 4.14 min.
For standard issues they guarantee a 30 minute response. Their average time was 13.83 min.
For system enhancement issues they guarantee a 90 minute response. Their average time was 57.51 min.
