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Service Level Agreement - SLA

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NES Communications

Service Level Agreement SLA

For customers who recognize advantages of guaranteed service level maintenance during life cycle period, we offer several SLAs (Service Level Agreement) levels. No matter which level customer choose he enjoy numerous privileges, from which, following are the most important:

availability of technical support 24 hours per day, 365 days in a year
user becomes VIP customer
competent certified staff for doing the job with the most modern technology
lower cost per hour for maintenance out of contracted activities
High availability service’s staff
Regular control of system work and diagnostic, quality reaction and fast problems solving negative effects on your business are minimum
Higher level of service in regard of warranty period (faster response, higher availability, interaction with customers and entire users dedication)

Standard types of services that are included in SLA are:

customer support
remote service
on site service
spare part service

There are several parameters that we define in each our SLA that define the level and the quality of the services we do provide:

service time
remote response time
on site response time
spare part service or spare part + service
remote inspection frequency
on site inspection frequency
number of MCAD (Modification/Configurations/Deletion in user data)

According to best practices we have created three standard level of SLA:

Basic
Standard
Premium

Our experienced service staff is able to support and help you to choose the most optimistic package that satisfy your demand and keep your infrastructure in best condition. If no one of the packages fits your requirements we can create the model that will match your needs and budget.

The following table shows the content of the standard packages:

Lifecycle Services	Basic	Standard	Premium
Lifecycle Basic Care	▲
Lifecycle Standard Care		▲
Lifecycle Premium Care			▲
Legend: ▲ included in the service module; optional service, ▬ not available / available on request / available on a pro-rata basis
*Customer Support*	▲	▲	▲
*Problem Diagnosis and Solution*
Remote Service	▲	▲	▲
On-Site Service:	pro-rata		▲
*Service Times*
Service hours 5/8	▲
Service hours 5/12		▲
Service hours 5/24	▬
Service hours 6/12	▬
Service hours 6/24	▬	▬
Service hours 7/24	▬	▬	▲
*Remote Response Times*
Remote Response Time (4 hours)	▲
Remote Response Time (3 hours)		▲
Remote Response Time (2 hours)	▬		▲
Remote Response Time (1 hours)	▬
*On-Site Response Time*
On-Site Response Time (2 working days)	▲
On-Site Response Time (next working day)		▲
On-Site Response Time (6 hours)	▬		▲
*Spare Parts Service*
Spare Parts Service	▲	▲	▲
Spare Parts Service_Plus (no charge for modules and spare parts that are supplied as replacements)	▬	▬
*Remote Inspection Service*
Remote Inspection Service (every 3 months)
Remote Inspection Service (every 6 months)
Remote Inspection Service (every 12 months)		▲	▲
*On-Site Inspection Service*
On-Site Inspection Service (every 3 months)
On-Site Inspection Service (every 6 months)
On-Site Inspection Service (every 12 months)			▲
*Remote MACD*
Remote MACD user package for 10 user data, Contains up to 10 actions for every month		▲
Remote MACD user package for 30 user data, Contains up to 30 actions for every month			▲
Remote MACD user package for 50 user data, Contains up to 50 actions for every month
Remote MACD system package, Individual offer, calculated and offered on a customer-specific basis	on request	on request	on request
*Recovery Time*
Recovery Time 8 hours, Only in connection with: Spare Parts Service Plus.	▬	▬
*Software Update Service*
Install software updates - every 3 months	▬
Install software updates - every 6 months	▬
Install software updates - every 12 months	▬

tel: +381 11 2258 888 office@nes-communications.com