Service Level Agreements

Below are some of our most commonly selected Service Level Agreements. However, we can also custom-design a package to meet your unique needs.

Enhanced (Critical):

24 x 7x 4-hour

Guaranteed response

Service Highlights:

• Maintenance coverage for the system(s) critical to your company.
• Provides an on-site engineer within 4 hours, 24 hours a day, 7 days a week, to ensure a quick recovery in case of system failure.

Standard (Business Week Standard):

9 x 5 x 4-hour (Monday – Friday, 8 am – 5 pm)
Guaranteed response

Service Highlights:

• Maintenance coverage for the system(s) critical to your company throughout the business week.
• Coverage 9 hours a day, 5 days a week with guaranteed 4-hour response time Monday through Friday.
• Option for keeping spares on-site for high availability hardware support.

Basic (Business Week Basic):

9 x 5 x Next Business Day
Guaranteed response

Service Highlights:

• Maintenance coverage for specified system(s) throughout the business week.
• Coverage 9 hours a day, 5 days a week with guaranteed next business day response time.
• Option for keeping spares on-site for high availability hardware support. 

Self-Maintenance (SM):

Self-Maintenance
Guaranteed parts availability

Service Highlights:

• Coverage for the sophisticated user who can perform on-site tasks on their own.
• Guaranteed next day parts delivery.
• If required, on-site spares can be provided.

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