Team Tech Guru offers Service Level Targets (SLTs) to all customers with fixed contracts only. Hourly contracts or those with pre-purchased hours will be serviced with best efforts. During regular business hours, non-critical issues reported before 2 PM will receive a same-day response with many responses in less than 30 minutes. For after-hours support for Business Critical issues, our staff respond within 1 hour and will be onsite within 4 hours or remotely login within 2 hours (onsite SLT applies to the San Francisco Bay Area only). Contact must be made by phone to ensure SLT after hours. An SLT does not imply the time to actually resolve an issue. Issues reported after 2 PM may still be addressed the same day, but may in some cases be addressed the next business day.