IS COMPUTER UPTIME CRUCIAL TO THE SUCCESS OF YOUR ORGANISATION? OF COURSE IT IS!
AN UNPRECEDENTED APPROACH HAS BEEN TAKEN BY THE COMPUTER DEPARTMENT TO PROVIDE YOU WITH CUSTOMER ORIENTATED SERVICE LEVEL AGREEMENTS (SLA) THAT ADDRESS MANY OF THE IT ISSUES FACING YOUR COMPANY. THIS IS AN APPROACH THAT FOCUSES ON TASKS AND OUTCOMES FOR YOU – NOT THE TIME TAKEN TO PERFORM WORK. WE CALL IT OUTCOME BASED SERVICE WORK (OBSW).
THE BENEFITS of A TCD CUSTOMER ORIENTATED SERVICE LEVEL AGREEMENT
- More reliable computer systems
Capped IT costs
An easy to calculate budget for IT expenditure
An organisation that has the efficiency of your network as its priority
A service organisation that contacts you and keeps you informed
A reward for loyalty
The Computer Department SLA addresses all of these areas, and goes a step beyond all previous SLAs, with the establishment of our tailored Gold and Silver Service Level Agreements.
Traditionally IT companies are focused on the time spent performing work for their clients. This makes it difficult to estimate labour charges before work is performed, thus rewarding IT companies that perform work slowly, rather than those that perform work efficiently.
The Computer Department SLA forms the backbone of the relationship between The Computer Department and you, the Client. It is provided to you on 2 different levels to match your service requirements and budget, each level clearly defining the work that will be performed under the SLA at no charge to you.
It is an incredibly simple concept. The SLA is not based on the number of hours work allowed each month. There are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA.
If The Computer Department engineers perform their work slowly or you have more problems in a certain month (problems that are covered under your SLA level), there is no additional cost to you.
The Computer Department SLA is therefore, a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak.
This is an exciting concept offering from The Computer Department that is revolutionising the IT support world. It is about providing the efficiency and savings you deserve.
Managed Services Work
Our managed services are focused on delivering tangible business benefits that enable our clients to operate more effectively. This service provides-
Reduced operational costs – by removing the need for in-house support teams and facilities.
Improved cost control- limits your capital investment
Increased business agility – our services are flexible and can scale to meet the changing needs of your business. Since IT Issues are quickly resolved, your overall maintenance and troubleshooting burden is reduced, whether during business hours, overnight or on weekends
Reduced business risk – all support complies with governance requirements and comprehensive records of all activity and action are recorded.. Your data is hosted within data centres that meet industry standards for security, performance and quality.
Focus on core strengths – in-house IT teams can now focus on other business imperatives.
The Computer Department Guarantee:
The Computer Department is so confident of being able to deliver on the services we offer to our Managed Service clients that we guarantee a refund if certain aspects of the SLA are not delivered as agreed.
If any of the key measurable items is not delivered in a given month within the timeframe of the schedule guaranteed according to your SLA, The Computer Department will refund 5% of the monthly fee for each proven incident, up to a maximum of 10%.
There are 5 key measurable items where a refund is offered :
- Maximum phone / e-mail response times for new critical issues;
- Maximum on-site time for new critical issues (when required at the
- discretion of The Computer Department);
- Preventative Network Maintenance schedule (+/- 5 working days of the monthly/bi-monthly/quarterly/half-yearly anniversary of the SLA);
- Critical MS Security Updates on the server;
Guaranteed Response Times:
The SLAs have differing response times. The response times are summarised below.
1 business day
Maximum Phone / e-mail
response for L2 issues
2 business days
Maximum Phone / e-mail response time for L1 issues
1 business day
Maximum on-site time for L1 issues
5 business days
Maximum on-site time
for L2 issues
2 business days
3 business days
This document is designed to give you a brief overview of The Computer Department SLA. For the complete documentation and for further information, e-mail your contact details to email@example.com and your tailored SLA can be discussed with you.