Operating Level Objectives

Clear expectations for how we prioritize, respond to, and work through support incidents.

Modern IT’s Operating Level Objectives (“OLAs”) are performance targets we use to guide the quality, reliability, and responsiveness of our support Services. They help our team and our Customers share a common understanding of priority, urgency, and expected response.

We are committed to meeting or exceeding these objectives and will make commercially reasonable efforts to do so. Unless an Associated Agreement expressly states otherwise, however, these objectives are targets rather than guarantees, and failure to achieve an objective does not create a service credit, refund, penalty, or independent liability.

Response objectives are not the same as guaranteed resolution times.

Technology incidents vary widely in cause, complexity, vendor dependency, access requirements, security considerations, and available remediation paths. Our response objective measures how quickly we target meaningful engagement with an Incident. A target remedy time reflects the timeframe in which we aim to restore service, implement a workaround, or otherwise materially remediate the Incident when reasonably within Modern IT’s control.

1. Requesting Support

Authorized Service Requests

Fully Managed Customers

Unless an Associated Agreement states otherwise, Customer personnel may request ordinary end-user support relating to Services Modern IT manages for that Customer. Material purchases, security changes, administrative changes, projects, licensing commitments, or other requests that create material cost or risk may require approval from an authorized Customer representative.

Co-Managed Customers

For Customers with an internal IT function, support requests are ordinarily coordinated through the designated IT team and approved VIPs or other authorized contacts. Customer may temporarily authorize Modern IT to support a broader group during vacations, leaves, projects, emergencies, or other agreed periods.

2. Customer Responsibilities

Accurate prioritization and timely resolution depend on good information and access. Customer will reasonably assist Modern IT by:

• Describing the business impact, number of affected users, urgency, and available workaround;
• Providing relevant error messages, screenshots, examples, timestamps, and other useful details;
• Providing timely remote or onsite access to affected users, equipment, applications, vendors, facilities, or systems;
• Maintaining required vendor support agreements, licenses, warranties, and subscriptions; and
• Remaining reasonably available for testing, approvals, escalation decisions, and confirmation that service has been restored.

3. Third-Party Involvement

Customer acknowledges that Modern IT may need to engage or coordinate with third parties to diagnose or resolve an Incident, including software publishers, cloud providers, internet or telecommunications carriers, hardware manufacturers, line-of-business application vendors, facilities providers, and other Customer vendors.

Customer is responsible for maintaining current support agreements and appropriate access with relevant third parties. Where resolution becomes dependent on a third party outside Modern IT’s reasonable control, Modern IT will continue to coordinate as appropriate within the scope of the applicable Services, but OLA timing is paused while Modern IT is awaiting material third-party action, information, access, approval, or remediation.

4. Work Outside Managed Support

Recurring managed Services generally include Incident support only to the extent described in the applicable Associated Agreement. Requests for Changes, projects, migrations, material configuration changes, modernization initiatives, remediation of excluded systems, and other out-of-scope work may be quoted separately or performed at applicable standard rates with Customer authorization.

Where resolution requires Modern IT to purchase a third-party product or incur a material third-party charge not already included in Customer’s Services, Modern IT will seek appropriate Customer authorization before incurring the charge except where the Agreement permits otherwise.

See Standard Rates & Service Policies →

5. Operating Level Exclusions

OLA timing applies only while Modern IT is reasonably able to progress the Incident. Timing may pause, and the objectives may not apply, during periods in which progress is materially dependent on circumstances outside Modern IT’s reasonable control.

Examples include waiting for Customer access, approvals, information, testing, equipment, electrical or facilities work, third-party vendor action, publisher or carrier response, replacement hardware, unsupported or end-of-life technology, force majeure events, or Customer-directed risk.

Modern IT may agree to assist with excluded or unsupported circumstances. Such assistance does not make the applicable OLA a guarantee and may be billable at the applicable rate. The Master Services Agreement governs Customer responsibilities, Third-Party Services, rejected recommendations, unsupported technology, and other applicable exclusions.

6. Operating Level Objectives

Response and target remedy times are measured during Business Hours unless an Associated Agreement expressly provides otherwise. Priority 1 and qualifying Priority 2 Incidents are eligible for after-hours response through the on-call process described above.

Modern IT determines final Incident priority based on the actual business impact, scope, urgency, available workaround, security implications, and information reasonably available at the time.

What “Target Remedy” Means

A remedy may include full restoration, a reasonable workaround, isolation of the affected component, replacement of failed equipment, escalation to an appropriate third party, or another action that materially restores Customer’s ability to operate.

Target remedy times are objectives—not promises that every underlying defect, vendor issue, security event, hardware failure, software bug, or third-party dependency will be permanently resolved within that timeframe.

7. After-Hours Coverage

After-hours support is intended for qualifying Priority 1 and Priority 2 Incidents. Routine Priority 3 and Priority 4 requests received outside Business Hours will ordinarily be addressed during the next applicable Business Hours unless Modern IT expressly agrees otherwise.

After-hours Services may be subject to availability, Customer authorization, the Customer’s applicable Associated Agreement, and additional charges where the requested work is not included within recurring Services.

See After-Hours & Emergency Rates →

Service objectives work together with your Modern IT agreements.

If an Associated Agreement contains different or more specific service-level commitments, the Associated Agreement controls. These OLAs do not expand the scope of Services, create warranties not stated in the Agreement, or modify the limitations and exclusions in the Master Services Agreement.