Our Operating Principle
Our method ensures not just immediate fixes, but lasting operational clarity and resilience against future challenges.
This SLA defines the guaranteed response and resolution targets for technical support requests submitted to Aldur Solutions. Support Tiers & Definitions are classified into three priority tiers based on business impact:
Priority 1 (P1)
Priority 2 (P2)
Priority 3 (P3)
Critical Outage: Complete halt of core business operations or revenue-generating systems. (e.g., Primary server offline, site-wide network routing failure, core database unavailability)
Major Degradation: Core business functions are operational but severely restricted or degraded. Significant performance issues affecting multiple users with no immediate workaround.
Minor Request: Non-critical bugs, general inquiries, or routine maintenance requests that do not impact daily business operations.
< 1 Hour
Response Target
< 4 Hours
Response Target
Next Day
Response Target
Foundational Security
Compliance Standards
HIPAA Safeguards
PCI DSS Hardening
Zero-Trust Routing
Ensuring patient data privacy with physical and digital security protocols, configured to strict healthcare standards.
Securing transaction data with rigorous payment card industry standards, protecting sensitive financial information.
Implementing least-privilege access and continuous verification for all network activity, minimizing attack surfaces.
Our Philosophy
We don't just build systems; we consult, advise, and guide. Operating out of the DMV, we partner with small to mid-tier businesses to bring order to their infrastructure. From migrating chaotic tribal knowledge into formal, surgical SOPs, to co-managing your daily Help Desk, our approach is strictly anti-clutter. We diagnose the root cause, define the exact strategy, and guide your team to the finish line.