SERVICE LEVEL AGREEMENT (SLA)

Any competent and professional service provider will back the provision of services by a Service Level Agreement (SLA). We take great pride in the level of service we provide and a core ethic value promoted and enforced by management is to assure you, the client, with the sort of service we expect from our suppliers: responsiveness, reliability and Beyond the Product knowledge.

Responsiveness
Our contracts cater for various options, when it comes to the turn-around time response to you,  call logged with our Helpdesk – from 8 hours to 4 hours to being on stand-by.

Reliability
With EVERY site visit our consultants will perform a backup of your system (with permission ) and these are secured at our premises on our backup server

Beyond Product Knowledge
We guarantee you a consultant no matter what the circumstance – all our consultants are trained on all products, such is our dedication to product knowledge, even the directors will make available time – no exceptions!

SLA Promises
Our SLA defines our service promises to you, it permits a visible and quantifiable measure of the service level(s) promises we make to you

Discounted Fees
By signing up for an SLA you are afforded a discounted service-fee making it more cost-effective than logging an ad-hoc call for support

Priority of Service
The SLA also guarantees priority of service – without a SLA you go to the end of the awaiting-service queue