The West Coast solutions Service Level Agreement (SLA) is designed to offer a low cost "peace of mind" technical support solution for small businesses.
It includes:
- > Initial Assessment of Equipment
> Technical Helpdesk Support
> Equipment Maintenance and Repair
> On-site Support/Training Days.
Once we have taken your phone call or received and read your email the clock starts ticking with regard to your support call response, we prioritise all calls using a grading system.
All our Helpdesk Calls are Graded between the highest priority A calls down to priority D calls, How the support calls are graded is outlined below:
Priority Impact on Business
A Major Systems failure with all work unable to proceed
B Lesser Impact with the same activities unable to proceed
C Minor Impact
D Upgraded, Installations, fixes to be carried out by arrangement
Our Maximum response times to the different grade of Technical Support call is outlined below: N.B/ The Working day is as between 8.30 am to 5.30 pm
Priority Maximum Response Time
A Within 4 Working Hours
B Within 8 Working Hours
C Within 24 Working Hours
D By Arrangement
Find out more about the pricing of our Support Level Agreements packages, call us on 0800 066 5073 or email us at: support@westcoastsolutions.co.uk
How much will it all cost my Business?
The Agreement Cost is based on the number of items of equipment to be covered and the complexity of the system set-up so you never pay for more than you need.
West Coast Solutions works in partnership with our supported organisations, not only in terms of maintaining the current systems infrastructure, but also offering advice for future development.
We offer a range of flexible options such as:
Additional support
It is anticipated that a small business will require on site system support and help within the term of the agreement. The agreement includes six days on site support over the twelve-month agreement and additional days can be purchased any time.
Additional equipment cover
New items may be added at any time during the agreement period so your support can expand as your business does.
No claim/ part claim bonus
Unused support days at the end of each contract period can be redeemed at 50% of face value, which can then be used to fund additional services or training. Unused or refunded days can be utilised for subsequent agreements.
