Service Level Agreement Matrix (SLA)


 BronzeSilver Gold Platinum Bundles
9x5x72hr fix Engineer on site  
9x5x72hr fix parts on site  
Priority Telephone Technical Support during NOC operation hrs  
Free of charge repair of faulty unit  
Free loan of hardware during repair period  
Software Patch notifications  
Unlimited number of service calls  
Bi-Annual solution Health Checks – One on site  
9x5x48 hr fix up to 48 hr engineer on site    
9x5x48 hr fix – up to 48hr parts on site    
FOC for new clients 9 x 5 x 261 days p.a. monitoring your network from the NOC    
Bi-Annual Solution Health Check    
Inclusive Software & Firmware upgrades    
9x5xNBDhr fix – NBD engineer on site      
9x5xNBDhr – NBD parts on site cover      
FOC for new clients, 9x5x361 days p.a. monitoring your network from NOC – fault find fix for 12 months      
Quarterly on site health check      
Inc Remote Software & Firmware upgrades      
9x5x365 4 hr fix – engineer on site        
9x5x365 4 hr fix parts on site cover        
Inc 9x5x365 days p.a. monitoring of your network from the NOC        
Quarterly on site health check        
Quarterly reports submitted after each on site health check        
Inc Remote Software & Firmware upgrades        
Inc remote training on software features        
24 hr Engineer on call Technical assistance cover        
Dedicated spares held on or off site        
24 hr remote fix support        
2 days IT Project consultancy with Executive Engineer        
4 days IT Project consultancy with Executive Engineer        
3 days IT System Design with Executive Engineer        
6 days IT System Design with Executive Engineer        
Embedded Head 3 days per week        

Supported Vendors

Comms
Allied Telesyn
Aruba
Baysack
Cabletron/
Enterasys
Check Point
Cisco
Draytek
Extreme
Hewlett Packard
IBM
Juniper
Meru
Motorola
Netgear
Netscreen
Nokia
Nortel
Ruckus
VMware
Watchguard
Zyxel
3Com
Servers
Acer
Clone
Compaq
Dell
Fujitsu
Gateway
Hewlett Packard
IBM
Sun
Toshiba
 
 
 
 
 
 
 
 
 
 
 
 
 
Desktops & Laptops
Acer
Clone
Compaq
Dell
Fujitsu
Gateway
Hewlett Packard
IBM
Samsung
Sony
Toshiba
 
 
 
 
 
 
 
 
 
 
 
 
Printers
Brother
Canon
Epson
Fujitsu
Genicom
Hewlett Packard
IBM
Kyocera
Lexmark
Newbury Data
Oki
Panasonic
Printronix
QMS
Tally
Tektronix
Xerox
Zebra
 
 
 
 
 

 

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