SLA - Service Level Agreements
We are serious about service quality. For this we have created 2 kinds of SLA's

Level 1:

SLA level one offers "remote only" support for all PC's and/or Servers.

The package is as follows:
Businesses will be charged a Flat fee per PC per month based on Level 1 pricing
This fee will allow you access to our Help Desk during office hours
This fee covers all software problems which can be resolved remotely by connecting over a secure internet channel to the PC and taking control of the mouse and keyboard. If the problem cannot be resolved remotely, our helpdesk will dispatch a technician within 24 hours of your call at a discounted rate of 50% of the normal labour rate.

Level 2:

SLA level two offers on-site and remote support for all PC's and/or Servers.

The package is as follows:
Businesses will be charged a flat fee per PC per month based on level 2 pricing
This fee will allow you access to our help desk via office hours as well as afterhours support until 9pm
Help Desk will attempt to solve the problem remotely first by connecting to the PC over a secure internet channel
If they are unsuccessful, a technician will be dispatched at no extra cost.

All travel and labour is covered under this agreement.
This fee does NOT cover additions to your network or PC's and/or Servers
If additions are required, a 50% discount applies on labour rates



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