Typically Netpractise customers enter into one of our advanced annual Service Level Agreements, to ensure the on-going operational integrity of their installation. Our advanced support services include:

• Internet Customer Support Portal
• Technical Helpdesk Services
• Remote Access Support
• Call-Out Engineering

These SLA’s provide a dedicated rapid-response facility and issue-resolution framework. Our Service Level Agreements are designed to meet a range of business-critical response requirements, with proven escalation processes and Response/Fix time assurances. Terms and Conditions apply.

Service Level Factors

Our Service Level Agreements are comprised of three service-level delivery factors:

• Availability -
  Confirms the time-period in which the service is available for access by the customer.
  
• Response -
  Confirms the response time from when a ticket is actioned by a customer or a support ticket is escalated through the support flow.
  
• Fix -
  Confirms the maximum time to resolve or fix an issue (including work-around solutions) once a ticket is escalated through the support flow.

Service Level Options

Netpractise provide three service-level options, each with an incremental increase in service delivery; Base / Silver / and Gold. Our Premier SLA is custom-designed to deliver high-end rapid-response support for business-critical systems.

For detailed information on the Available/Response/Fix times for our Service Level Agreement options, please Contact Us and we will discuss which option best suits your individual requirements.