Service Level Agreement

A Service Level Agreement (SLA) serves to guarantee the reliability and performance of the IT Systems over an agreed period of time.

When critical activities depend on IT System availability the costs of downtime can be considerable.

Unlike a warranty that deals with the procedures and response time after a component of the IT System has failed, the SLA serves a preventative measure to ensure that any downtime is kept to an absolute minimum. Our SLA includes guaranteed response times to have technical staff on site, guaranteed repair times for any IT System problems and guaranteed phone support. The response time windows can be negotiated from a five day a week 8.30am to 5.00pm basis up to a 24-hour 7-days per week basis.

Prevention is better than cure and therefore this agreement goes beyond mere service response and repairs, and addresses the broader issues of planning, procedures, documentation and audit, all of which are important in minimising cost and risk.

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