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.

Guaranteed repair time - Fix Time

We offer our customers a guaranteed repair time service 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)

We're independent and professional

All our work is performed by our own technical team. We use spare parts that are available in our own warehouses, as well as logistics that are fully under our control. This eliminates the problem of parts not being in stock with the manufacturer and potential delays in carrier services.

We can be integrated under a supplier of higher technological units and complete supplies in cases where there is an eventual conflict of interests in the commercial interests of individual manufacturers.

Coverage throughout the Czech Republic and Slovakia

We provide our ICT “24/7 Support and Service” throughout the Czech Republic and Slovakia, as well as in other countries depending on the type of service required.

There are no territorial restrictions on our consultation services, remote administration, monitoring, and solution support. Therefore, our services are very often used by foreign entities, mainly from EU countries.