Provides 24/7 x 365 guaranteed 1-hour SLA service. This premium plan includes Virtually unlimited support hours and priority response for covered assets.
This plan is for those clients who cannot afford to be down and need the highest level of support and the quickest response when issues arise. This plan also includes discounted contract rates for projects outside the scope of the SLA agreement.
Provides 4 hour guaranteed response time and includes 8 hours of onsite support every month. This SLA covers Assets under management.
This plan provides priority response and a number of on-premises support hours for assets under management. Any assets not covered, will fall under the standard response time and may incur additional charges. The Gold SLA does include a reduced hourly rate for projects not in the scope of the SLA agreement.
Provides a 24 guaranteed response time for assets under management. This SLA agreement also includes 4-hours of onsite support services per month for listed assets.
Cost effective SLA which provides priority support for assets under management. The included 4 hours a month of on-premise work also help to ensure that any assets needing that extra care can be taken care of while saving you money. This SLA also includes a discounted hourly rate for projects outside the scope of the SLA agreement.
Provides a guaranteed 48 hour response time for assets under management. This SLA is considered our retainer-based agreement.
This SLA does include a 48 hour guaranteed response with a discounted labor rate for services and projects outside the scope of the SLA agreement. This agreement does include 1 hour of onsite support services within our coverage area.
Extended Support is offered for those clients who need additional support hours beyond the typical 8:00 AM – 5:00 PM work day. Extended Support (M-F, 5PM-9PM Central Standard Time)
24/7 Support is offered for those clients who need Full Support 24/7 beyond the typical 8:00 AM – 5:00 PM work day. 24/7 Clients receive support at any time and are also given Emergency hotline access.
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