Thursday   28-Nov-2024

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Service level agreements (SLA's) are typically used where the customer needs assistance over a known time period with particular tasks rather than distinct units of work. Knowing what these tasks are and the frequency of occurrence the customer can then be supplied with personnel to deliver the tasks in line with their frequency of occurrence.

Tasks may vary in the level of complexity or skill required to achieve them and can range from activities such as quarterly backups or audits of the control system to providing consultancy, process optimisation, helpdesk and troubleshooting services.

The range of services on offer can be tailored to meet your company's individual needs and include:

• System Backups
• Preventative Maintenance
• Facilities Management
• Documentation Updates
• Help Desk
• On-call assistance
• System Performance Reviews
• Training
• Consultancy
• Engineering Support
• Software Development and Maintenance
• Periodic Reviews

As part of any SLA agreement we allow time for our engineers to familiarise themselves with your systems, your site procedures and ensure compliance to any EHS or regulatory commitments. We can offer a dedicated support contact number and an account manager to ensure that levels of service are maintained at all time and that there is always someone familiar to talk to about your needs.

Depending on the nature of the SLA, a number of different KPI's will be kept and reported back to you as part of the SLA review process.

Of course the above gives only a brief overview of what an SLA can entail but the key word is tailoring, so if you want more details about how we can tailor this service to your needs then please contact us for more information.

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