Transparent pricing and clear, measurable service-level targets across every MARFI service, defined standards, not vague promises. Service-level targets are performance commitments, not guarantees; any service credits are specified in the applicable Service Order or MSA (Terms §6).
Our defined performance standards for the MARFI platform, covering Launchpad (Managed IT), Secureframe (Compliance), and Meter (Networking Infrastructure). Unless otherwise agreed upon in a Master Service Agreement (MSA) for your specific business, the below SLAs are in effect.
All SLA response and resolution times are determined by incident severity.
| Severity | Label | Definition | Example |
|---|---|---|---|
| S1 | Critical | Complete service outage or security breach affecting all users. Business operations halted. | Ransomware incident, full network down, data breach confirmed |
| S2 | High | Major service degradation affecting multiple users or a critical business function. | Primary server down, email system failure, active threat detected |
| S3 | Moderate | Service impairment affecting a single user or non-critical function. Workaround available. | Application crash with workaround, single device failure, permission issue |
| S4 | Low | Minor issue with no immediate business impact. Informational or enhancement request. | Password reset, user onboarding, software install request |
| S5 | Planned | Scheduled maintenance, upgrades, or planned changes. | Patch deployment, firmware update, infrastructure migration |
Severity is assigned at triage and may be reclassified as investigation progresses.
Choose the service level that fits your business. Each tier applies across all active MARFI services unless your MSA specifies otherwise.
Self-managed, MARFI provides the platform, your internal IT team or service partner manages operations. Platform uptime SLA of 99.9% applies. Time to Resolve (TTR) for platform-level outages is 24 business hours, unless otherwise communicated for planned maintenance or in the event of a critical emergency.
Fully managed or co-managed by MARFI technicians. Standard SLA response and resolution times in effect.
Fully managed or co-managed by MARFI technicians. Accelerated SLA response and resolution times in effect. Priority ticket routing and named account support.
Fully managed or co-managed by MARFI technicians. Fastest SLA response and resolution times. Dedicated account team, custom escalation paths, and quarterly business reviews (QBRs).
Response and resolution commitments for IT support, device management, helpdesk operations, and infrastructure management.
| Severity | First Response | Resolution Target |
|---|---|---|
| S1, Critical | 15 Minutes | 1 Hour |
| S2, High | 1 Hour | 8 Hours |
| S3, Moderate | 4 Hours | 48 Hours |
| S4, Low | 48 Hours | 5 Business Days |
| S5, Planned | 15 Minutes | 2 Hours |
Server issues: 15-minute response, 2-hour resolution.
| Severity | First Response | Resolution Target |
|---|---|---|
| S1, Critical | 15 Minutes | 30 Minutes |
| S2, High | 1 Hour | 8 Hours |
| S3, Moderate | 2 Hours | 24 Hours |
| S4, Low | 24 Hours | 2 Business Days |
| S5, Planned | 15 Minutes | 1 Hour |
Server issues: 15-minute response, 1-hour resolution.
| Severity | First Response | Resolution Target |
|---|---|---|
| S1, Critical | 15 Minutes | 30 Minutes |
| S2, High | 30 Minutes | 2 Hours |
| S3, Moderate | 1 Hour | 6 Hours |
| S4, Low | 2 Hours | 12 Hours |
| S5, Planned | 15 Minutes | 30 Minutes |
Server issues: 15-minute response, 30-minute resolution.
Response and delivery commitments for compliance documentation, audit preparation, and ongoing compliance monitoring through the Secureframe platform.
| Service | Professional | Business | Enterprise |
|---|---|---|---|
| Audit Evidence Request Response | 5 Business Days | 3 Business Days | 1 Business Day |
| Policy Document Delivery (New) | 10 Business Days | 7 Business Days | 5 Business Days |
| Compliance Gap Assessment | 15 Business Days | 10 Business Days | 7 Business Days |
| Continuous Monitoring Alert Response | 48 Hours | 24 Hours | 8 Hours |
| QBR / Compliance Review Cadence | Annual | Semi-Annual | Quarterly |
Frameworks we help clients align to (advisory; not certifications MARFI holds): SOC 2 · NIST 800-171 · ISO 27001 · HIPAA · PCI DSS · CMMC · GDPR · FedRAMP
Uptime and performance commitments for Meter-managed networking infrastructure including SD-WAN, wireless, switching, and circuit management across all locations.
| Metric | Standard |
|---|---|
| Network Uptime (Per Location) | 99.99% |
| Circuit Provisioning (New Site) | ≤ 90 Days |
| Hardware Replacement (Failure) | Next Business Day |
| Configuration Change Request | ≤ 4 Hours |
| Network Incident Response | ≤ 15 Minutes |
| Network Incident Resolution | ≤ 4 Hours |
| Firmware / Security Patching | Per Meter maintenance schedule |
Transparent hourly rates for specialized IT, engineering, and security services that fall outside the scope of your managed service agreement.
Launchpad clients receive discounted professional services rates. Contact your account team for details.
Professional services are available to both existing MARFI clients and organizations without a managed service agreement. All engagements carry a 4-hour minimum.
We strive to meet or exceed our SLAs wherever possible and provide your business with exceptional service. If you have any questions, please reach out to your MARFI account team. Any custom SLAs in your MSA will override the above.
All rates and SLA commitments are subject to the terms outlined in your service agreement. Custom enterprise agreements available upon request.
Uptime is measured per calendar month as the percentage of total minutes the applicable service is available, excluding planned maintenance and the exclusions listed above. Service-level targets are performance targets, not guarantees. Where service credits are offered, they are defined in the applicable Service Order or MSA, are calculated as a percentage of the affected service’s monthly fee, and are the Client’s sole and exclusive remedy for a missed target. No credits apply absent a Service Order or MSA that specifies them (Terms §6).
Our team is ready to discuss your specific needs and create a customized service agreement.
MARFI Systems, Inc.
2219 Main Street, Santa Monica, CA 90405