Service Level Agreement
  Gold Silver Bronze
Coverage 24/7 24/7 24/7
Response Time 30 mins 2 hours 4 hours
Restoration < 2 hours <4 hours Best Effort
Spare Equipment Guaranteed Guaranteed Guaranteed
Customer Fault $150/hour $150/hour $150/hour
Acceptable Downtime 4 Hours 8 Hours 24 Hours
Rebate One Months Rent One Months Rent One Months Rent
SLA Monthly Rent $1500 $1000 $500

  1. Coverage – customer’s are covered 24hours 7 days a week.
  2. Response Time – The time it takes to respond to a customer’s fault.
  3. Restoration – timeframe for the customer’s service to be restored
  4. Spare Equipment  – Spare equipment is kept in stock to provide back up for potential faulty equipment to ensure no downtime for customers
  5. Customer Fault  –faults on the customer’s end is charge at $150 per hour
  6. Acceptable Down Time  – downtime acceptable in one month
  7. Rebate – if the prescribed downtime is beyond the acceptable level as per the SLA then the customer will be receive a rebate of one month rental.
  8. SLA Monthly Rental - The price of SLA.
 
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