SLA Services
We understand our responsibility to provide high quality and timely IT support when you need it.
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SLA
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SLA Services
SLA Services
Managing expectations is part of our culture at Techneiat. It’s important for us that our customers know what to expect from us, so that they have full confidence in us. These expectations are set using our Service Level Agreements (SLAs), which have been built around two key factors, urgency, and impact. This represents a promise to deal with customers’ IT issues and requests within a certain timeframe.
Each month we report on our SLA response time within our Service Desk updates, as well as various other metrics like customer happiness and tickets closed in under an hour. Our SLA KPI helps us to monitor and ensure we’re meeting and exceeding our clients expectations.
Our SLA Priority Examples
- Priority 1 –There is a major IT issue affecting everyone, such as not being able to send or receive emails and a workaround is not available.
- Priority 2 – There is an IT issue affecting everyone, such as: Internet access for the whole organisation is intermittent or slow but you are still able to work.
- Priority 3 – Your desktop email client isn’t loading new emails; however you can access your emails via your web browser. Everyone is affected but you have a work around.
- Priority 4 – Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you’re the only person affected).
- Priority 5 – Change or customization request not affecting the work.
- Priority 6 – Any type of request for information that is not incident related.
Why Choose Techneiat's SLA ?
Fully customised service We provide a fully customised IT support package to suit your organisation’s needs, whether you’re an SME in need of a fully managed IT solution, or an existing internal IT department that needs a little extra support.
IT leading tools We only use the industries best, tried and tested tools – from remote monitoring and access tools, to support tools, we’re continually reviewing them in order to allow us to provide the best level of service.
5-star customer support We are proud of our 5-star customer rating. Our goal is to ensure the success of our clients' businesses. We have a range of case studies, testimonials and references available.
Accredited Techneiat have achieved accreditation and partnerships with almost all major IT vendors, and we have invested time in training our staff in these services and technologies.
Philosophy
First Response & Resolution Plan - the sooner the better.
The First Response SLA is the maximum time before one of our Service Desk Engineers will update you that the ticket has been accepted and that they are now reviewing the incident or request.
The Resolution Plan SLA is the maximum time before you can expect a meaningful update or fix to your incident.
Standard Hours of Operation:
Our standard business hours are 8am to 6pm (Saudi Time), Sunday to Thursday, excluding public holidays for KSA.
Some clients have extended hours covering weekends.
SLA Services We Offer
AMC - Annual Maintenance Contract
Each component of the network (Switches, Cabling, Servers, Workstations, Instruments, UPS, Peripherals, etc) has its own special usage and maintenance concerns that must be dealt with in order to provide maximum network availability. Proper preventive maintenance provides the opportunity to detect and correct problems before they degrade the performance of the products.
General SLA - Comprehensive Maintenance
In addition to the regular preventive maintenance we attend all the service calls and replace the defective product as required for the complete system to perform. In case of a major break down we provided with a standby equipment to provide the zero- down time support. Our General SLA services also provide Annual Software Maintenance Service which include periodic updates of software, documentation and related supporting materials.
Websites SLA - HOSTING AND SUPPORT SERVICES
Techneiat provides regular website maintenance services using Service Level Agreement at a reasonable cost and enjoys working along with the client towards achieving the best results. We have a variety of ways that help you keep the information fresh on your site with a minimum of time and effort on your part.
Helpdesk SLA - The clock is ticking
Our Helpdesk SLA represents our promise to deal with your ICT issues and requests within a given time frame.
They show that we have an efficient and mature process for providing IT support and that you can have confidence in us.
Our SLAs depend on the agreed hours cover and the priority of your issue or request.
We can provide bespoke SLAs to suit your needs – extended hours of cover (24x7x365, weekends, public holidays), different speeds of response, priority, or cover for different types of equipment. Just ask!
IT Support SLA - can help all sizes of business, no matter what your IT needs.
Our IT support plan is essential for any business that wants to succeed. We’ll become your expert team and strategic IT support partner, providing a bespoke service tailored to your needs. We’ll manage your complete IT estate and support your users, both remotely and onsite, so you can just focus on your commercial goals.
Applications SLA - Total applications support across your entire organisation ERP.
ERP software is the core business system that empowers an organisation to run smarter.
We work with your requirements, budgets, and timelines to guarantee that you are equipped with the most cost-effective and functionally optimal solutions for your growth goals.
Working closely with three industry leading ERP solutions (Microsoft, Oracle, Odoo) for all business sizes and scales, our ERP solution experts draw from decades of experience to help you reduce costs, and increase your agility in creating new value opportunities from market influences.
Sound good?
Having a Managed IT Support Plan in place is critical for reaching your goals in the ever evolving and competitive modern business landscape.