Service agreements
Designed to allow customers to budget in advanced for IT support services. These agreements result in dedicated skilled resource being assigned to the client for the agreed period of hours to attend to specific IT support requirements. These agreements look at the skill set required with additional resources on standby should it be necessary. These agreements are mostly designed for server support where applications require full time administration.
Alternatively, we offer ADHOC support agreements. The customer agrees to a fixed monthly support fee with a set number of hours for IT support. Aimed at the small to medium sized business requiring IT support services on a per phone call basis. To reduce our response time, we generally first attempt to resolve the issue remotely and where required send a technical resource to the site to attend to the issue.
In certain environments Maintenance Level Agreements (MLA) are added to existing SLA's due to conditions in the workplace. MLA agreements ensure equipment is cleaned and serviced timeously and at pre-specified intervals to prevent any potential interruption of services due to failing equipment. Operational conditions are a key factor when considering MLA agreements. MLA agreements are ideal for factories or mining operations where operational conditions expose IT equipment to extreme conditions such as dust, humidity, noise pollution, high levels of traffic etc.