Service Level Agreements

A Service Level Agreement (SLA) maintains the reliability and performance of the network over an agreed period of time. When critical activities depend on network availability the costs of downtime can be considerable. Unlike a warranty, that deals with the procedures and response time after a component of the network has failed, the Service Level Agreement serves as a preventative measure to ensure that any downtime is kept to an absolute minimum.

It provides guaranteed response times to business critical issues and timely resolution of major system breakdowns. The agreement can be negotiated to cover normal working hours or out of hours requirements.

This agreement goes beyond mere service response and repair, and addresses the broader issues of planning, procedures, documentation and audit, all of which are important in cost and risk management.

The services we offer relate to maintaining and supporting existing and new systems. Upgrades, additions and changes can be quoted for. If you need assistance in bringing your system up-to-date or addressing issues such as disaster recovery planning, data security or system documentation which is missing or obsolete, then our staff can assist; however, this service is not covered under the Service Level Agreement.