Standard service levels applicable across CoSol managed services.
CoSolSLA Policy · 8 July 2026
1. Purpose
This policy defines the standard service levels — incident priorities, response and resolution targets, availability, monitoring, reporting and escalation — that apply to CoSol managed services unless a specific Service Order states otherwise.
2. Incident priorities & targets
Priority
Response time
Resolution target
P1
15 min (24/7)
4 hours
P2
15 min (business hrs) / 60 min (non-business)
8 hours
P3
15 min (business hrs) / 60 min (non-business)
2 business days
P1 — critical business impact / major outage. P2 — significant degradation, workaround may exist. P3 — minor issue, request or query.
3. Monitoring & support
24×7×365 proactive monitoring and alerting for in-scope infrastructure.
Single point of contact via the CoSol service desk (email / portal / phone).
Escalation ownership retained by CoSol end to end, including coordination of Cisco TAC and third-party vendors.
4. Availability & measurement
Availability targets are agreed per Service Order and measured monthly.
Response and resolution are measured from the time an incident is logged and acknowledged.
Planned maintenance is scheduled, communicated in advance and excluded from availability.
5. Reporting & reviews
Monthly SLA, performance and compliance reporting.
Quarterly service reviews against targets with improvement actions.
6. Exclusions
Targets exclude issues caused by customer-side changes, out-of-scope components, force majeure, or third-party outages outside CoSol control. Full terms are set out in the Master Services Agreement.
Contact: ojas@cosol.in · +91-9845975958 · Support: support@cosol.in. Standard targets shown; final SLAs are confirmed per Service Order.