SERVICE LEVEL AGREEMENT (SLA)

Edarat Group is offering to its clients the Service Level Agreement (SLA) for all the “System Integration” solutions that Edarat Group provides.

Each company faces the risk of business failure or productivity losses due to server crashes or un-foreseen event. The SLA transfers these risks from the clients’ business to Edarat Group, with a fixed cost solution that guarantees an outstanding level of performance, service, flexibility and reliability.

Edarat Group’s IT Service Level Agreement (SLA) ensures the full availability of every function of the client’s systems at all time.

The Group will maintain each of the hardware, devices, software and storage in its approved configuration. The Service Level Agreement provides the client with online, telephone, e-mail and on-site support, in addition to other deliverables.

By appointing Edarat Group to handle the maintenance and support activities, clients will ensure access to professional engineers, management of hardware, operating systems and networks using advanced technology which minimizes the risk of an unexpected interruption, thus reducing the cost of ownership and increasing organizational performance and efficiency.

Edarat Group has a dedicated call center that can be reached through our toll free number, email or web to provide SLA’s clients with immediate engineering support 24 hours, 7 days a week. The SLAs are classified in several service levels (Silver, Gold and Platinum).

The service levels differ in response time, coverage hours, escalation time and number of preventive maintenance.

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