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 | $1000 | $700 | $500 |
- Coverage – customer’s are covered 24hours 7 days a week.
- Response Time – The time it takes to respond to a customer’s fault.
- Restoration – timeframe for the customer’s service to be restored
- Spare Equipment – Spare equipment is kept in stock to provide back up for potential faulty equipment to ensure no downtime for customers
- Customer Fault –faults on the customer’s end is charge at $150 per hour
- Acceptable Down Time – downtime acceptable in one month
- 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.
- SLA Monthly Rental - The price of SLA.
24 Hour Special Support - Customers wanting special support on a need basis can now just pay $150/hour of support provided.