Last updated: 11 Aug 2026
The contractual SLA is being finalised. The targets below are the ones we already work to and publish elsewhere on this site; the version attached to your retainer is the one that binds us.
Response targets
- First response — two business hours, measured across all channels.
- Severity 1, meaning revenue stopped or data at risk — paged immediately, any hour, for clients on a retainer.
- Severity 2, degraded but working — during business hours.
- Severity 3 — becomes a ticket, never a page.
Field and repair work
Same-day pickup across Davao del Sur and Metro Cebu, and 24/7 on-call escalation for retainer clients. Calling the number reaches an engineer, not a queue.
Ask what your engagement includes at hello@artitech.ph.