Service Level Agreement (SLA)
Our individually tailored SLA's offer you ‘IT Peace of Mind’
SLA is an agreement between a provider of service and a consumer of
service that establishes mutually agreed-to measurable targets of performance.
SLA's are a ‘Must Have’ in businesses today. They minimise
business disruptions, save you time and money by preventing potential
problems from occurring. We will customise any SLA to specifically meet
individual needs. This can include guaranteed phone support response,
onsite engineer response, regular onsite maintenance, regular remote
monitoring and pre-purchased hours. These response times can be: 24 hours
7 days a week, or from Monday to Friday 8:30am to 5:00pm. You can select
coverage from full site, down to individual servers, workstations,
etc.
To aid our helpdesk with efficient job logging and monitoring of your
IT infrastructure, we perform a site audit (before SLA commences) and
assign asset numbers to all hardware within SLA. This helps our helpdesk
quickly bring up critical information of the infrastructure equipment
you are logging the job against.
Benefits:
- Priority over non-SLA clients
- Reduced SLA charge-out rates
- Detailed operational reports on all SLA options selected
- Free audit of hardware within SLA
- Reviewed at first six months to ensure we meet your requirements
- Reviewed annually thereafter
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