Service Level Agreement (SLA):
Same Day: 4 hours parts delivery - 7 days a week 24/7 (Including Holidays)
Next Business Day (NBD): 5 days a week, 9 hours a day parts delivery. Replacement parts order must be processed no later than 2PM at the destination local time zone. Local Holidays are excluded and replacement parts will be scheduled to arrive the next Business day after the Holiday
Same Day Onsite Technician: 4 hours part delivery with on site technician
Next Day Onsite Technician: 5 days a week, 9 hours a day parts delivery. RMA order must be processed no later than 2PM at the destination local timezone
Note: These SLAs are based on shipping addresses that match the Installed At address in your Pulse Secure support contract.