Service Level Objective
How we prioritize requests and how quickly we respond.
Last Updated: September 24, 2026
This page is referenced by Triada Networks Statements of Work (“SOW”). The version published on the Effective Date of your SOW applies to that SOW. It should be read together with the Master Services Agreement and the Services Guide.
How requests are prioritized
When Customer contacts Triada, Triada assigns the request a priority level using the definitions below. Customer may propose a priority when submitting a request; if none is selected, the request defaults to Priority 3. Triada reserves the right, in its sole discretion, to assign or reassign the priority level after reviewing the issue.
Response time means the time within which Triada will acknowledge the request and begin working on it. It is an objective, not a guaranteed resolution time. Resolution depends on the nature of the issue, vendor involvement, and Customer’s availability.
Priority levels and response objectives
| Priority | Definition | Examples | Response objective |
|---|---|---|---|
| P1 – Critical | Service not available. All users, or a business-critical function for the whole firm, cannot work. A confirmed or suspected security incident. | Office-wide outage; email or file access down for everyone; ransomware or account compromise detected | Within two (2) business hours of notification |
| P2 – Significant | Significant degradation. A large number of users or a business-critical function is affected, with no acceptable workaround. | A department cannot access a core application; a shared resource is down; a trading or portfolio system is degraded | Within four (4) business hours of notification |
| P3 – Limited | Limited degradation. A limited number of users or functions are affected and business processes can continue. This is the default priority. | One user cannot print; a non-critical application is slow; a new-hire setup is due | Within eight (8) business hours of notification |
| P4 – Minor | Small service degradation or a general request. One user affected, or a question or how-to with no operational impact. | Password reset for a single user; software feature question; peripheral setup | Within two (2) business days of notification |
| P5 – Scheduled | Long-term projects, preventative maintenance, and changes that are planned in advance. | Quarterly review preparation; planned hardware refresh; policy changes | Within four (4) business days of notification, scheduled by mutual agreement |
Business hours and how to reach us
- Support hours. Remote helpdesk support is provided 9:00 am to 5:00 pm Eastern Time, Monday through Friday, excluding Triada-observed holidays listed in the Services Guide, unless the SOW states 24x7 support. Automated monitoring runs 24x7x365.
- Submitting a request. Submit a ticket through the support portal at triadanet.com/support, email [email protected], or call 201-644-1444.
- P1 issues must be reported by email and by phone. Sending an email alone does not start the P1 clock. Call 201-644-1444 after emailing [email protected] so the on-call engineer is paged.
- After hours. Issues reported outside support hours may be left by voicemail or email with the caller’s name, call-back number, and a brief description. Triada will respond with reasonable efforts; after-hours work is billed as described in the Services Guide unless the SOW includes 24x7 support.
How response times are measured
- Time frames are calculated from the moment Triada is notified through the support portal, the support email address ([email protected]), or the support telephone number (201-644-1444). Requests sent to individual employees, through chat, or by other channels may be delayed.
- Business hours are counted only during support hours. A P2 request received at 4:00 pm on a Friday has a response objective of 12:00 pm the following business day.
- Response objectives are suspended during periods of Client-Side Downtime, Vendor-Side Downtime, Scheduled Down Time, and force majeure, as defined in the Master Services Agreement, and during maintenance windows announced by Triada.
- Onsite response, where included in the SOW, is scheduled according to the priority assigned and technician availability. Remote remediation is always attempted first.