Service Level Agreement (SLA)
A Netics SLA includes maintenance and support of client owned IT infrastructure.
Service includes:
- Provision of proactive maintenance services and/or support for a fixed cost per user for term,
- Strategic planning and/or consulting services at an additional reduced hourly rate,
- Hardware supplied at additional cost under a preferential supplier agreement,
- Guaranteed response times
SLA may also include:
- Dedicated Account Manager
- Performance monitoring
- Coordination of third party providers
- Incident management system including knowledge base
- Asset lifecycle management
Minimum term: 12 months
Additional costs:
- Installation/Implementation/migration/configuration costs
- Hardware
- Additional services at time and materials charges (reduced rate)
Cost: tailored to each client