SERVICE LEVEL AGREEMENT (SLA)
IT Service Level Agreement (SLA) is a contract between a service provider (either internal or external) and end user that defines the level of service expected from the service provider.
SLA will provide its customers is a basic example of an SLA from an external service provider. Metrics that define levels of service for a service should aim to guarantee:
GCNS Service Level Agreement Support Features:
- 24/7 telephone support.
- 24/7 on-site support.
- Engineer to site within 2 hours.
- Online technical support & knowledge base access.
- Dedicated service manager.
- Quarterly service review meetings.
- Full monthly and quarterly SLA reporting.
- Support for both in and out of warranty equipment.