Service Level Agreements

stretta di manoIn the ICT industry, SLA is an essential component of the contract signed by the maintainer to supply a service in line with the client’s needs.

A good Service Level Agreement ensures the client Business Continuity, improves the efficiency of his hardware and software systems, reducing at an agreed minimum time the recovery of affected infrastructures, using a safe, tested and shared action plan to resume client’s work in the shortest possible time.

CR Team (Call Receiving)

  • Standard: Acceptance and take in charge, in real time, every weekday, from 8:30 to 17:30.
  • Dedicated: Acceptance and take in charge every 2 hours on weekdays, from 17.30 to 8.30 and holidays.

Support Team

  • Standard & Dedicated: From the time of take in charge by the CR-Team, 2 hours on weekdays, from 17.30 to 8.30.

Operation Team

  • Standard: Next Business Day by 17.00 every weekday
  • Dedicated: Up to 2 hours, Call-to-Repair service or swap; assistance within 2 hours from the call with a possible swap if the repair is not resolved.

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