Pricing & Service Level Agreements (SLA)
We design our SLAs and set our technicians \ engineers rates with data provided by Kaseya's Annual MSP Benchmark Survey Report. Thousands of Managed Service Providers (MSPs) take the survey to learn from each other's practices, harness opportunities, and tackle new technology challenges. The survey also provides insight into MSP rates for different service levels.
Zeleration Technology pricing is based on national averages for technical services catering to SMBs (small and medium businesses), and we define those companies as having 1 to 300 employees. Typical savings on system maintenance tasks range from 50% to 80% less than your current full-time IT staff, including ongoing training and benefits. We also eliminate all costs associated with ongoing training for your full-time IT departments.
Our Service Level Agreement (SLA) is a commitment to your company regarding our services. All clients are enrolled in the Base SLA without additional cost, and ZOBOT services may be purchased a la carte starting at $100 per month for up to 25 devices. Premium SLAs (Plus and Max) have varying monthly costs depending on the number of devices on your network.
The SLA has three major components that impact the price of our services.
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The time and day of the week when the service was performed (see labor rate card) for hourly rates:
Monday - Friday (Weekdays)
Pre Business Hours: 7AM-9AM
Regular Business Hours: 9AM - 5PM
Post Business Hours: 5PM - 11PM
Overnight Hours: 11PM - 7AM
Weekends \ Holidays (30% premium over weekdays)
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The response and resolution time of a service ticket. This process involves assigning the ticket to a technician and marking it resolved once it is fixed or if it requires additional dependencies to be resolved.
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What software is installed on each computing device and the level of customized ZOBOT automation rules.
Notes: To meet SLA expectations, clients in premium SLAs (Plus and Max) must have specific software packages installed, primarily related to System Security, Backup \ Disaster Recovery, and our technicians can also modify the ZOBOT rules for each device without prior approval to improve performance.
We also offer per-user or device pricing, but we encourage SLA and incident pricing, as explained here.
LABOR RATE CARD 2025
HELP DESK - TECHNICAL SUPPORT LABOR RATES (BASIC SLA)
Monday - Friday (Hours) | Planned Support | Unplanned Support |
|---|---|---|
Pre-Business 7AM - 9AM | $115 | $115 |
Business 9AM - 5PM | $115 | $115 |
Post-Business 5PM - 11PM | $115 | $150 |
Overnight 11PM - 7AM | $155 | $175 |
Holidays \ Weekends | Same as above | Above + 30% Premium |
NOTES: Labor is billed in 15-minute increments, and business hours are based on your local time zone in the United States (this also applies to a remote or distributed workforce).
SERVICE LEVEL AGREEMENT PRICING \ TIMES
All clients have access to our 24/7/365 Help Desk and Ticket System. All SLAs are designed to ensure customer satisfaction and balance tasks across available resources. The SLA agreement determines your company's interaction with the Help Desk system based on Assigned Time (refers to how quickly a technician is assigned to your issue), and Resolved Time (the technician's goal for resolving the technical issue).
Base SLA (No Additional Charges)
Business Impact | Assigned Time | Resolved Time |
|---|---|---|
Crisis \ Emergency | 30 Minutes | 24 Hours |
Server Related Issue | 1 Hour | 24 Hours |
Website \ Web Service Down | 1 Hour | 24 Hours |
Major Disruption | 1 Hour | 24 Hours |
Minor Disruption | 2 Days | 5 Days |
No Impact | 7 Days | 14 Days |
Additional Services (a la carte) |
|---|
ZOBOT Automation - Up to 5 Rules per Device ($4 per device). Includes Proactive Weekly Maintenance (BIOS, WindowsOS, Hardware & Device Driver Updates) |
Network Monitor - Up to 10 Devices (Ubiquiti Devices are Unlimited) |
CyberSecurity - Full Service with Manual Mitigation (Sentinel One Security $10 per month per device - includes Help Desk AI) |
Backup - Priced based on requirements. |
Disaster Recovery - Priced based on requirements. |
NOTES: Our Base SLA is designed for small businesses where a certain amount of downtime is acceptable to management, but emergencies are assigned to technicians quickly. All Zeleration clients are automatically enrolled in this plan and can purchase a la carte services to fit their budget
Plus Plan SLA ($1K to $2.5K per month)
Business Impact | Assigned Time | Resolved Time |
|---|---|---|
Crisis \ Emergency | 15 Minutes | 4 Hours |
Server Related Issue | 15 Minutes | 4 Hours |
Website \ Web Service Down | 15 Minutes | 4 Hours |
Major Disruption | 15 Minutes | 4 Hours |
Minor Disruption | 4 Hours | 3 Days |
No Impact | 1 Day | 7 Days |
Additional Included Services |
|---|
Proactive Maintenance - Weekly Plan |
ZOBOT Automation - Up to 10 Rules per Device |
Network Monitor - Up to 100 Devices |
Disaster Recovery - Critical Devices |
CyberSecurity - Full Service with Manual Mitigation |
NOTES: Our Plus Plan SLA is designed for businesses where high-priority tasks are quickly assigned to technicians. We customize our ZOBOT software to meet the SLA's expectations and routinely create new automation rules that are pushed to computers weekly to enhance performance. Final pricing is based on the number of computers in your business's network.
Max Plan SLA ($2.5 to $5K per month)
Business Impact | Assigned | Resolved |
|---|---|---|
Crisis \ Emergency | 5 Minutes | 2 Hour |
Server Related Issue | 5 Minutes | 2 Hour |
Website \ Web Service | 5 Minutes | 2 Hour |
Major Disruption | 15 Minutes | 2 Hour |
Minor Disruption | 2 Hour | 2 Days |
No Impact | 1 Day | 5 Days |
Additional Services Included |
|---|
Proactive Maintenance - Daily Plan |
ZOBOT Automation - Up to 20 Rules per Device |
Network Monitor - Up to 300 Devices |
Disaster Recovery - All Devices |
CyberSecurity - Full Service with Automated Mitigation |
NOTES: Our Max Plan SLA is designed for businesses where downtime immediately impacts operations. We customize our ZOBOT software to meet the SLA's expectations and routinely create new automation rules that are pushed to computers daily to enhance their performance and ensure business continuity including disaster recovery. Final pricing is based on the number of computers in your business's network.