Service Level Agreement
SLA Terms
Last Updated: September 29, 2026 · Adommo LLC
Diagnostic Audit SLA
- Turnaround — Guaranteed 10 business day delivery from verified credential handover.
- Deliverables — Written engineering report, severity-ranked fix catalog, 60-minute debrief call.
- Breach remedy — If we fail to deliver within 10 business days due to Adommo-side delays, a 10% credit is applied per additional business day, up to 50% of the engagement fee.
Monthly Package Response SLAs
| Tier | Initial Response | Resolution Target |
|---|---|---|
| Essentials | 48 business hours | 5 business days |
| Professional | 24 business hours | 3 business days |
| Enterprise | 4 business hours | 1 business day |
Escalation Process
- Level 1 — Contact your assigned engineer or support channel.
- Level 2 — Email [email protected] with “ESCALATION” in the subject line.
- Level 3 — Request a call with the principal engineer (Asif Iqbal) for critical production issues.
Exclusions
SLA timelines are paused during: (a) client-side delays in providing access or information, (b) force majeure events, (c) third-party service outages (e.g., Zendesk platform downtime), and (d) pre-agreed holiday periods.