What You Can Expect When You Work With MTSolutions Group
These are our plainly-worded commitments on response time, delivery quality, pricing, and remediation. Specific SLAs and remedy terms are in your service agreement — what follows is the intent behind those terms.
Owner review required before publishing
Items marked as placeholders below require the owner to confirm specific terms and obtain legal review. Do not publish this page until all placeholders are replaced with real, approved commitments. See SEO-TODO.md for the full checklist.
Response Time Commitment
Critical issues (system down, security incident)
Placeholder — requires owner input and legal review before publishing.
High-priority issues (significant business impact)
Placeholder — requires owner input and legal review before publishing.
Standard requests (non-urgent tickets)
Placeholder — requires owner input and legal review before publishing.
Response times are defined per engagement in your service agreement. The owner must confirm specific SLA terms and obtain legal review before this page goes live.
Senior-Led Delivery
Principals involved in every client engagement
We do not hand you off to a junior technician after the contract is signed. The principals who scoped your engagement are responsible for delivery.
Named point of contact
You have a named technical contact at MTSolutions Group — a person, not a ticket queue.
Quarterly business reviews
Managed-service clients receive a structured quarterly review of your environment, open issues, and upcoming priorities. This is a working meeting, not a sales call.
Transparent Pricing
Flat-rate written proposals
You receive a written proposal before work begins. The scope, deliverables, and price are explicit. Work outside scope is discussed and agreed in writing before it proceeds.
No surprise invoices
Managed-service engagements are billed at the agreed monthly rate. We do not invoice for extra hours on normal support tickets covered under your plan.
Out-of-scope definition
Placeholder — requires owner input and legal review before publishing.
The specific definition of covered vs. out-of-scope work must be reviewed and confirmed by the owner before this page goes live.
Satisfaction & Remediation
Issue ownership
If we introduce a problem into your environment, we fix it at no additional charge. Period.
Formal remediation terms
Placeholder — requires owner input and legal review before publishing.
Escalation path
Any unresolved issue can be escalated directly to a principal. Contact information for escalation is provided in every engagement onboarding document.
Formal remedy terms (re-performance, credits, refunds) require owner confirmation and legal review before publication.
Have questions about our commitments before you engage?
We are happy to walk through our service agreement, discuss specific SLA terms, and explain exactly how our process works.