Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a formal contract between a us and our customer that outlines the level of service expected. It defines the metrics by which service performance is measured, the responsibilities of each party, and the remedies or penalties if agreed-upon service levels are not met.

By establishing a well-defined SLA, both the service provider and the customer can ensure that the services delivered meet agreed-upon standards.

Pick and build your SLA

  • Guaranteed time to restore equipment’s hardware integrity
  • Coverage and Response time customizable
  • Guaranteed intervention time
  • Guaranteed time to carry out a diagnosis and provide an action plan to the customer
  • Guaranteed time to make a part available to the customer at the contractually identified site

SLA Coverage

  • 24×7
  • 8×5

SLA Type

  • SLA Including Spare Parts
  • SLA Excluding Spare Parts

SLA Response Time

  • 2h
  • Next business day