SLA (Service Level Agreement)
What is a Service Level Agreement
'An SLA provides you with a certainty of service and constant maintenance of your network.'
When you conclude an SLA:
-there will be a weekly login to your network so we can check the backup and can fix possible problems before they occur. -you have the right for a number of hours per month to fix problems or do maintenance locally. -In case of a problem you are sure of a quick service and the solving of the problem.
This quick service is divided in 2 priority's:
No user can complete its tasks by a technical problem in the network or a by us installed and configured hardware/software. Immediate reaction by means of dial in to the server and assessing the problem. When possible resolve the problem immediately. If dial in seems impossible, or the problem can not be fixed through dial in, one of the technicians will be at your company at maximum one day later to fix the issue.
Soft- and/or hardware installed by B-its and configured is not working.
Reaction after contact by telephone within 4 hours by means of dial in on the server. When possible fix the problem immediately. If dial in is impossible or the problem cannot be fixed through dial in, a technician will be at your company at maximum one day later following the reaction time of 4 hours, to fix the issue.