SLA Compliance | Megalink Global

Our commitment

Whether we're staffing a single embedded technician or a multi-site deployment crew, every engagement with Megalink Global runs against a clear Service Level Agreement (SLA). This page sets out the standard tiers we work to; specific contracts may define tighter or custom SLAs where a client's environment requires it.

Response time tiers

Response and dispatch times are matched to the severity of the issue and the coverage tier agreed with each client.

Severity	Definition	Standard response	On-site dispatch
Critical	Full service outage or safety-impacting issue	15–30 minutes	2–4 hours (major metros)
High	Significant degradation, no workaround	1 hour	Same business day
Medium	Partial impact, workaround available	4 hours	Next business day
Low	Minor issue, scheduled work, requests	1 business day	Scheduled visit

Coverage tiers

24/7/365: round-the-clock coverage for critical infrastructure, data centre and always-on environments.
Extended hours: coverage across early mornings, evenings and weekends for businesses outside standard hours.
Business hours: standard local business-hours coverage, the default for most desktop and field support engagements.
Scheduled / project-based: coverage aligned to a defined project window, such as a rollout, migration or office move.

First-time-fix & quality standards

We track and report against first-time-fix rate, SLA adherence and client satisfaction for every engagement. Technicians and engineers placed through Megalink Global are screened specifically against the technical and communication standard each role requires, not just credentials on paper.

Escalation path

Every engagement has a named point of contact and a clear escalation path if a ticket, dispatch or placement isn't progressing as expected:

Level 1: your assigned account coordinator or delivery lead
Level 2: regional operations manager
Level 3: senior leadership, for critical or unresolved escalations

Reporting

Clients on ongoing coverage agreements receive regular reporting against agreed SLA metrics, including response times, resolution times, coverage utilisation and any incidents, so performance against the agreement is always visible, not just promised.

Custom & enterprise SLAs

Global, multi-site or regulated environments often need SLA terms beyond our standard tiers, such as specific compliance requirements, custom reporting, or dedicated escalation teams. We build custom SLA agreements for enterprise engagements; speak to your account team or contact us to discuss your requirements.