TUCE Service levels
Leading MSPs publish response targets so buyers can compare. TUCE ties SLAs to fully managed Essential / Pro / Enterprise retainers (plus host and stack-specific managed lines).
| Priority | Essential | Professional | Enterprise |
|---|---|---|---|
| P1 - outage / ransomware | 4 business hrs | 2 hrs | 1 hr · after-hours triage |
| P2 - degraded / multi-user | 1 business day | 4 business hrs | 2 hrs |
| P3 - single user / how-to | 2 business days | 1 business day | 4 business hrs |
| Coverage | Business hours | Priority business + on-call escalate | After-hours triage included |
| Reporting | Monthly | Monthly + QBR hour | Monthly + roadmap + named engineer |
Targets are operational goals for covered assets under retainer - not a financial warranty. See liability protections for the contractual liability cap. Add MSP-HELPDESK-AHOURS to extend nights/weekends on Essential.