Service Level Agreement (SLA)
We provide a customizable 24/7 Support and Service on the basis of a Service Level Agreement or commercial contract, if the service is included in the delivery. The SLA between our company and the customer precisely defines the conditions of the contractual relationship and the responsibilities in the provision of the specified range, volume and level of services.
The main aim of the service is to ensure the operational availability of subcomponents or the customer’s entire ICT infrastructure.
Support time flexibility
Based on the importance of the "business" application, the operational availability of the entire control systems or simply the individual components of the ICT infrastructure customers can choose any time frame and response time for the service work they need.
- Time frame: Mon-Fri, Mon-Sun / selected number of hours or 24-hour nonstop.
- Response time: Next Business Day, 2 to 24 hours within time frame
Guaranteed repair time - Fix Time
We offer our customers a guaranteed repair time service within the requisite time within the requisite time frame and time by which the device must be restored to full functionality.
Depending on the type of device and the distance to travel to the site we offer guaranteed repair times from 2 hours to 24 hours.
- FIX 2/4/6/8/12/24 hours
- FIX Next Business Day (NBD)