Our Commitment to You
Clear guarantees and response times you can count on for your Hawaii business
99.9% Uptime Guarantee
We stand behind our connectivity and managed services with a financially-backed uptime guarantee
What's Covered
- Internet connectivity for managed leased lines
- VoIP phone system availability
- Cloud services and hosted applications
- Managed network infrastructure (WiFi, switches, firewalls)
Service Credit Policy: If we fail to meet the 99.9% uptime guarantee in any calendar month, you'll receive a full month's service credit for the affected service—no questions asked.
Response Time Guarantees
Initial response time
- • Complete service outage
- • All users affected
- • Business operations stopped
- • Security breach detected
Initial response time
- • Partial service degradation
- • Multiple users affected
- • Workaround available
- • Critical hardware failure
Initial response time
- • Single user issues
- • Minor functionality problems
- • Questions or requests
- • Non-urgent maintenance
All Support Tiers Include
Support Availability
Emergency Support
For critical system failures and emergencies
Always available, including holidays. Direct phone line for emergencies.
Standard Support
For routine requests and non-urgent issues
Monday through Friday (excluding Hawaii state holidays)
Hawaii Multi-Island Support
We provide comprehensive support across all Hawaiian islands. Remote management handles 95% of issues instantly. For situations requiring on-site presence, we coordinate efficient service delivery to your location, with advance scheduling for outer islands to minimize response time.
Maintenance & Updates
Scheduled Maintenance
All planned maintenance is scheduled during approved maintenance windows with advance notification:
- Minimum 5 business days advance notice
- Scheduled during off-peak hours (typically 10pm - 6am HST)
- Detailed scope and expected duration provided
- Rollback plan in place for all changes
Emergency Maintenance
Critical security patches and emergency fixes may be deployed with shorter notice to protect your systems. We'll notify you as soon as possible and minimize disruption.
Proactive Monitoring
24/7 automated monitoring of all managed systems. Issues are often detected and resolved before you notice anything wrong. You'll receive monthly reports showing system health, incidents resolved, and performance metrics.
SLA Exclusions
Our SLA guarantees do not apply in the following circumstances:
- •Outages caused by third-party ISP issues beyond our control
- •Problems resulting from unauthorized changes to managed systems
- •Force majeure events (natural disasters, power failures, etc.)
- •Scheduled maintenance performed within approved windows
- •Client-side equipment or software not under our management
- •Issues caused by client failure to follow security best practices
Note: Even when SLA credits don't apply, we're still committed to resolving all issues as quickly as possible. Our goal is always 100% client satisfaction.
No Long-Term Contracts Required
Unlike many managed service providers, we don't require multi-year commitments. Our services are provided on a month-to-month basis. You can cancel anytime with 30 days notice.
We believe in earning your business every single month through excellent service and results—not by locking you into contracts. If we're not delivering value, you should have the freedom to leave.