Service Level Agreement
Service Level Agreements (SLAs) are available with all support plans. Our basic SLA is a 2-hour or 4-hour on-site response during business hours for urgent issues, depending on the basic Support Plan selected.
Like our Support Plans, we can customise or upgrade our SLAs to meet the needs of your business, for example:
We can customise faster, or slower response times for normal, urgent and severe network faults.
We can optionally provide faster on-site response for severe issues (a guaranteed 1 hour on-site response upgrade option is available)
We can customise actions taken at each severity level:
»Remote support response
We can optionally agree penalties for failure to comply with the SLA
We can include uptime guarantees for network links, devices, servers and applications.
Please contact Aus IT Solutions for more details on our SLA upgrades and options.