Service Level Agreement

Three coworkers looking at a computer screen in an office, one wearing a headset and smiling.

Our Commitment

At Quantem, reliability and availability are core to the services we provide. Organizations depend on Quantem to manage and secure their devices, and we are committed to delivering a stable, secure, and high-performing platform.

This Service Level Agreement (SLA) outlines our commitment to platform availability, support responsiveness, and operational standards.

Service Availability

Quantem is designed to provide a highly available cloud platform for managing enterprise devices.

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Availability Commitment:
Quantem targets 99.9% monthly uptime for the core platform services.

This includes availability of:

  • Quantem Admin Console
  • Device communication services
  • Policy and configuration management
  • Application deployment services

Scheduled maintenance may occasionally be required to maintain platform performance and security. When possible, maintenance windows will be communicated in advance.

Infrastructure & Reliability

The Quantem platform is built on a modern cloud infrastructure designed for scalability and reliability.

Our infrastructure includes:

  • Redundant cloud systems
  • Continuous service monitoring
  • Automated alerting systems
  • Regular infrastructure upgrades

These measures help ensure consistent platform performance for organizations managing devices at scale.

Support Response Times

Quantem provides customer support to help resolve issues quickly and efficiently.

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Priority Level Description Initial Response Time
Critical Platform unavailable or major service outage Within 2 hours
High Core functionality significantly impacted Within 4 hours
Medium Partial functionality issue Within 1 business day
Low General inquiries or minor issues Within 2 business days

Maintenance & Updates

To maintain a secure and reliable platform, Quantem performs periodic updates and maintenance activities.

These updates may include:

  • Security improvements
  • Feature enhancements
  • Performance optimizations
  • Bug fixes

Whenever possible, maintenance will be scheduled during low-usage periods.

Security Practices

Security is an important part of the Quantem platform.

We implement multiple safeguards to protect the platform and customer environments, including:

  • Encrypted communication between devices and the platform
  • Secure cloud infrastructure
  • Access control and authentication mechanisms
  • Continuous monitoring for system health and security events

Incident Management

In the event of a service disruption, our team works quickly to restore platform availability.

Our incident management process typically includes:

  1. Identifying the issue and assessing impact
  2. Initiating remediation steps
  3. Providing updates where necessary
  4. Implementing improvements to prevent recurrence

Customer Responsibilities

Customers are responsible for maintaining proper use of the platform, including:

  • Ensuring devices have internet connectivity
  • Using supported device configurations
  • Protecting administrative access credentials

These practices help ensure optimal performance of the Quantem platform.

Continuous Improvement

Quantem continuously invests in improving the reliability, performance, and security of our platform.

Our goal is to provide organizations with a dependable solution for managing devices at scale while maintaining a high standard of service.

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