SLA & Engineer Levels
Clear service level commitments and engineer capabilities
ITAero operates with transparent SLA targets and well-defined engineer levels. Our commitments ensure you know what to expect for response times, dispatch readiness, escalation, and reporting.
Engineer Levels
Level 1 Engineer
Smart-hands and basic on-site tasks
Capabilities:
- Smart hands and remote hands coordination
- Peripheral installation and replacement
- Endpoint hardware tasks (desktops, laptops, printers)
- Cable labeling and basic organization
- Photo and video documentation
- Equipment receiving and inventory
- Guided diagnostics under remote direction
Typical Use Cases:
- Hardware swaps and component replacement
- Cable tracing and labeling
- Simple installations
- Asset audits and documentation
Level 2 Engineer
Network/server hands-on and OS tasks
Capabilities:
- Network equipment configuration and troubleshooting
- Server hardware installation and diagnostics
- Operating system tasks (Windows, Linux)
- Structured cabling installation and termination
- Rack installation and organization
- IMAC operations (Install, Move, Add, Change)
- Intermediate diagnostics and problem-solving
- Vendor coordination
Typical Use Cases:
- Network infrastructure work
- Server deployment and troubleshooting
- Rack and stack operations
- Cable plant installation
- Break/fix interventions
Level 3 Engineer
Senior engineer for complex tasks and escalations
Capabilities:
- Complex troubleshooting and root cause analysis
- Advanced network and server configuration
- Change implementation and rollback procedures
- Multi-system integration work
- Emergency response and critical incident management
- Technical leadership and junior engineer supervision
- Project planning and execution
- Client-facing technical consultation
Typical Use Cases:
- Escalated incidents and complex problems
- Major changes and upgrades
- Project implementations
- Architecture and design validation
- Post-incident reviews and analysis
SLA Targets
| Metric | Business Hours | After-Hours | Notes |
|---|---|---|---|
| Initial Response | 15 minutes | 30 minutes | Acknowledgment and ticket creation |
| Dispatch Readiness (Focus Cities) | 2–4 hours | 4–6 hours | Moscow, SPb, Novosibirsk, Astana, Almaty |
| Dispatch Readiness (Other) | 24 hours | Best-effort | Coordinate in advance for non-focus cities |
| On-site Arrival | Per agreed window | Per agreed window | Confirmed ETA provided; proactive updates if delayed |
| Escalation Notification | 30 minutes before breach risk | Proactive escalation with mitigation plan | |
| Completion Report | 1 hour post-departure | Photos, notes, recommendations, sign-off | |
Business Hours Definition
Standard: Monday–Friday, 9:00–18:00 local city time (excluding public holidays)
Extended Hours: Early morning, evening, weekend, and holiday dispatch available with advance notice and premium rates
24/7 Emergency: Critical incident response for production-down scenarios with escalation to senior engineers
Escalation Flow
Standard Support
L1 or L2 engineer assigned based on task requirements
Complexity Identified
Engineer recognizes need for escalation or client requests higher level
Escalation to L3
Senior engineer engaged remotely or dispatched on-site; handover documented
Resolution & Review
Issue resolved; detailed report provided; lessons learned captured
Reporting & Handover Standards
Pre-Arrival
- Ticket acknowledgment and assignment
- Engineer contact details
- Confirmed ETA and arrival window
- Any questions or clarifications
On-site
- Arrival notification
- Real-time status updates
- Photo and video documentation
- Escalation requests if needed
Post-Departure
- Completion report with photos
- Work log and findings
- Follow-up recommendations
- Client sign-off and satisfaction check