Essential
For stable environments
- Reactie
- within 2 hours, office hours
- Herstel
- 8 hours
- Uptime
- 99.5%
- Working days 08,17h
- Monthly report
- Dedicated PoC
SLA and maintenance
An SLA is not a contract, it is a promise
Our SLA codifies how we keep your network available. With response time, restore time, availability targets and monthly reporting.
Business
PopulairFor production environments
- Reactie
- within 1 hour, 24/7
- Herstel
- 4 hours
- Uptime
- 99.9%
- 24/7 on,call
- Spare parts in stock
- Audit trail
Critical
For indispensable links
- Reactie
- within 30 minutes, 24/7
- Herstel
- 2 hours
- Uptime
- 99.95%
- Dedicated field team on standby
- On site engineer option
- Quarterly review
No contract needed
Prefer one,off? We also resolve single incidents
Not every customer wants or can sign a continuous SLA contract. We also step in for one,off assignments, on invoice and with clear arrangements up front. Same engineers, same spare parts in stock, no running commitment.
- Fixed price or half day rate, no subscription
- Proposal within one working day
- Same field engineers as our SLA clients
- Option to roll into a continuous SLA later
What our SLA covers
Response time
Time from ticket to first action, guaranteed.
Restore time
Time within which a fault is resolved, guaranteed.
Availability
Target uptime on monitored links.
Reporting
Monthly reports on KPIs, tickets and trends.
Spare parts
Inventory management and RMA handling of active equipment.
Escalation
Clear paths to service manager and management on priority incidents.
Frequently asked
How do you design an SLA for my situation?
We start with a baseline assessment of your infrastructure, look at risk and criticality, and build a fitting package. Not one size fits all.
Can you work alongside our existing vendor?
Yes. We can provide overarching SLA management or orchestrate multiple vendors under one umbrella agreement.
How do you report on KPIs?
Monthly digital dashboard plus a quarterly review with the service manager. ITSM integration on request.
What if you miss the SLA?
Service credits apply on breach. We always run a root cause analysis and discuss structural fixes.
Do I have to sign a continuous contract?
No. If you prefer ad-hoc support without commitment, that is fine. We handle one,off incidents on invoice, with clear arrangements up front.
Service Level Agreement
An SLA that reassures you, not us
Our SLA is not fine print. It is the heart of our partnership, with explicit response time, restore time, availability and reporting commitments.
- Response time from 30 minutes, 24/7
- Dedicated service manager as single point of contact
- Monthly SLA KPI reporting
- Spare parts management and RMA handling
- Audit trail and change register
Want to see how our SLA fits your situation?
Based on your infrastructure and risk profile we draft a proposal. Free of charge and within five working days.
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