Service level agreement - (SLA)
We provide Service Level Agreements to suit all customers, scenarios and budgets. There are three levels of service support to choose from, Bronze, Gold or Platinum, depending on your business needs.
Of course, whether you choose Bronze, Gold or Platinum you will always be guaranteed our total commitment to providing you with superior support
| Service Feature | Bronze | Gold | Platinum |
|---|---|---|---|
| Unlimited number of calls from your supported users |  |
|
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| On-line web support system for logging and tracking incidents | |
|
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| 1st and 2nd line technical support team (chargeable) |
by the half hour | |
|
| Dedicated service management | |
|
|
| Extended support hours from 7am to 6pm, Monday to Friday | |
||
| Support available 24x7x365 | |
||
| Server reboots carried out at the data centre | 1 per month | |
|
| Remote hands response time (chargeable) | 4 hours |
2 hours | 1 hour |
| Network Availability | 99.95% | 99.95% | 99.95% |
| Guaranteed Bandwidth Available | |
|
|
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