Service Level Agreement
Summit IT will undertake to have somebody looking at your problem or carrying out your request within a set period of time, dependent on the size of the problem it is to you
The following is an example of call out times, but would be negotiated with you in advance
- Critical Response - 4 business hours - This is for Business Stopping Failures
- Enhanced Response - 8 Working Hours - This is for failures of Multiple Systems "but the show still goes on"
- Normal Response - 3 Working Days - for annoyances and things that can't wait until the next scheduled visit
Remember these are "Outside" times and should be better than this
Of course the aim will be to resolve any issue found in the shortest timeframe possible
Allow Summit IT to Help You to Manage Your Business Rather than Your IT
