SLAs

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

We offer comprehensive SLAs. This includes both labor and spares replacement for most of the IT infrastructure providers. This level of support takes away worries from the customers and we carry the burden of ensuring that the infrastructure runs with minimal or without failures.

Comprehensive contracts are long-term, in-depth and detail-oriented agreements. The goal in creating a comprehensive contract is to write an agreement that will satisfy both parties and won’t need to be revised or renegotiated. These SLAs are like an insurance for the infrastructure equipment to be maintained in working condition always. During the contract period we are supposed to do the following:

• Periodic Preventive maintenance of the equipment as agreed with the customers during the contract negotiations
• Stock spares that are single point of failures to be used in case of a failure and to minimize down times
• Order new spare to replace redundant spares that fail before another failure or to restock used spares
• Labor for repairs is included in the contract
• Health check and give reports of the health of the system
• Timely response to customer calls
• Timely repair of faulty equipment to avoid extended downtime which can lead to losses