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Our Commitments

Service Level Agreement

Our SLA commitments in plain language. Response times, escalation paths, uptime
targets, and what happens when we fall short. No fine print.

Response Time Commitments

Priority Levels and Response Targets

P1 — Critical
15
Min Response

Complete system outage or security incident. 24/7 response. Immediate escalation to senior engineers.

P2 — High
1
Hr Response

Major service degradation affecting multiple users or a business-critical application.

P3 — Medium
4
Hr Response

Service impairment affecting a single user or non-critical system. Business operations continue.

P4 — Low
8
Hr Response

General requests, non-urgent questions, and planned changes. Scheduled during business hours.

Our Commitments

What You Can Expect

24/7 Monitoring

Your environment is monitored 24 hours a day, 7 days a week, 365 days a year. Critical alerts generate immediate response regardless of time or day.

Monthly Reporting

You receive a monthly report covering ticket volume and resolution metrics, monitoring alerts, security posture summary, and patch compliance.

Dedicated Account Manager

Every client has a named account manager who owns the relationship, understands your environment, and communicates proactively.

Transparent Escalation Paths

Defined escalation paths mean every ticket moves to the right person quickly. You always know who owns your incident at any given moment.

When We Fall Short

If we miss an SLA target, we document it in your monthly report and provide a root cause analysis. Accountability is not optional here.

Review and Adjustment

SLA terms are reviewed annually. If your business changes and different response expectations make sense, we adjust together.

BetterWorld Technology FAQ

Common Questions About Our IT Services

BetterWorld Technology is a Certified B Corporation — one of fewer than 10 MSPs in North America to hold this designation. We operate under a true partner model, meaning your account has a dedicated advisor, not a ticket queue. Our 98% client renewal rate and 90%+ CSAT scores reflect a service model built around outcomes, not SLAs.
We serve healthcare, financial services, manufacturing, nonprofits and associations, education, legal services, government contractors, private equity-backed organizations, and Act 60 companies in Puerto Rico. Each industry engagement is built around its specific compliance framework — HIPAA, SOC 2, CMMC, FERPA, or PCI DSS.
We serve organizations from 25 to 2,500 users. Our sweet spot is the growth-stage organization that needs enterprise-caliber IT leadership without the overhead of a full internal team. We also co-manage environments alongside existing IT departments.
Our headquarters is in Oak Brook, Illinois, outside Chicago. We have offices across 30+ US cities and serve clients in 11 countries. Most client work is delivered remotely with on-site support available in all major metro areas.
Yes. BetterWorld Technology holds an active SOC 2 Type 2 certification, independently audited annually. This means our own security controls — access management, change control, availability, and confidentiality — are verified by a third-party auditor. We share our attestation report under NDA.
Response times are defined in our Service Level Agreement. Critical priority issues (systems down) receive a 15-minute response. High priority issues receive a 1-hour response. Standard requests are addressed within 4 business hours. Emergency after-hours support is available 24/7 for clients on applicable plans.
Yes. We work alongside your existing vendors, software platforms, and internal teams. We do not require rip-and-replace of tools you are already invested in. Our role is to manage, optimize, and secure your environment — not to sell you a specific product stack.
Newsweek
Most Reliable 2026
|
CRN
MSP Elite 250
|
Real Leaders
Top Impact Company
|
Clutch
Top MSP — Global
|
Certified
SOC 2 Type 2
|
Certified
B Corporation
|
Newsweek
Most Reliable 2026
|
CRN
MSP Elite 250
|
Real Leaders
Top Impact Company
|
Clutch
Top MSP — Global
|
Certified
SOC 2 Type 2
|
Certified
B Corporation
|

Ready to Talk?

Start with a 15-minute discovery call. No pitch deck, no pressure — just a direct
conversation about your technology needs.

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