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ISSUS has two structured approaches to solving a company's maintenance requirements through
its Service Level Agreements (SLAs). Should neither of these packages exactly suit your needs we
can tailor a custom service package that could include, for example, dedicated sub-contracted
staff or an entire IT Department.
Maintenance Agreements
P.A.Y.G.
This SLA is targeted at companies who do not require structured proactive maintenance. You
already have your in-house IT administrator or an IT guy who takes care of your day-to-day
needs and keeps an eye on your system. When things go wrong or when you need a specific
solution or advice on an issue, you call us in for assistance. This is essentially a REACTIVE Service
Level Agreement. You call and we come – the right person first time. Depending on the package
you chose that could be within hours. You will have full access to all the expertise and technology
that a fully fledged monthly SLA gives you – its just that we don't keep an eye on your system
unless you ask us to. This SLA is activated by the pre-purchasing of a pool of hours that never
expires. When they run out you buy more guaranteeing you access to a first-class service and
maintenance team. You will receive and have access to our online reporting system so you will
know what we did, how long it took and how much credit you have left. There is a three-tier Pay
As You Go solution that will meet your needs. Guaranteed call-out times and after-hours call-out
needs determine the package type. There is no minimum contract period as it's just a credit of
hours that can be renewed easily through pre-payment.
Annual
This SLA is immediately different from the PAYG service package through its proactive nature.
Our team will check your systems on an ongoing basis, working towards our “Single Green Check
Status” that is delivered to you via a detailed drill-down monthly report. Don't want to know the
technical details? Our first-page at-a-glance System Health summary gives you the colourcoded
health status of your system. When its all green ticks you are as good as it gets. Your
chances of downtime are essentially limited to disaster and unexpected hardware failure. The
package is tailored around the size of your IT System. A set number of hours per month are
dedicated to the proactive maintenance schedule which includes both remote desktop access
and site visits. Technology is implemented to alert our team if things go wrong – and a specialist
is available 365 days of the year 24 hours a day to resolve the issue quickly. Should you need
more hours they are charged pro-rata but do not provide the same guaranteed-call out response
times. The SLA is contracted on an annual basis but can be refined on a three-monthly cycle to
adjust the number of hours to more closely match your needs.
Tailored
Do you want a telecoms engineer to visit you office for an hour a day – same time same place? We
can provide highly-tailored service packages that exactly meet your needs from low-end
occasional support to a fully-fledged outsourced IT department. Speak to our Maintenance
Manager about your specific needs and we will provide a package to match.
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