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For a total outage, call the NOC — a phone call always reaches a human faster than a form. For everything else, raise a ticket and you'll get a reference immediately.
These are the targets on a standard managed contract. Your signed SLA takes precedence if it differs — check your agreement, or ask us for a copy.
| Severity | Definition | Response | Onsite | Updates |
|---|---|---|---|---|
| Critical | Service completely unavailable at a site | 15 minutes | 4 hours (POP cities) | Hourly |
| High | Severely degraded — major loss of function | 1 hour | Next business day | Every 4 hours |
| Normal | Impaired but operational, workaround available | 4 business hours | Scheduled | Daily |
| Low | Question, change request or advisory | 1 business day | Scheduled | On progress |
Response is time-to-human, not time-to-fix. Restoration targets are defined per service in your agreement. Availability credits apply where we miss a contracted figure.
The more detail you give us up front, the fewer questions come back. Times, error messages and what changed recently are the three most useful things.
Existing customers can also email noc@marveltel.com.
