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The GNC Service Level Agreement (SLA) is your most cost effective solution for combating unplanned downtime and disastrous events. It is sort of an “insurance policy” as it ensures your business a high degree of continuity during crisis moments. It permits you to draw on our resources when you need them, and as such defines the relationship between you, the customer, and us as hotline provider.
The GNC Hotline is an integral part of our SLA because it is the very platform that delivers the “service” specified within the agreement. As such, we recommend that you familiarize yourself with the support hierarchy of our Technical Support Help Desk. Our technical support team adheres to strict guidelines concerning recovery of downtime events, and as SLA client you’re always assured that we will do our best to:
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- Restore your service(s) in as little times as possible, and…
- Determine the root cause(s) responsible for your problem, and…
- Repair and/or resolve the problem(s)
Your initial incident report as well as all of our efforts to solve your problem(s), are documented within the GNC Ticket System.
The GNC SLA features many attributes, most of which are defined by you prior to entering into an agreement. In other words, the actual scope of the service is based on a number of prerequisites which we call components. These “components” can be assembled by you in accordance with your needs, desires and/or expectations. Much like a block system, these components form the cost structure of your SLA. This unique approach allows you not only to define the parameters of your technical support, but provides you with the freedom to control your monthly premium.
Optional services such as monitoring, predefined operating health checks and performance tuning are preventative measures designed to combat more potentially serious problems ahead.
Beyond the scope of the hotline service are a myriad of other consulting services that may be included in your SLA:
- Administration
- Migration
- Tuning
- Upgrade
- Backup
- Recovery
- Installation
Please review our SLA components (to your right hand side), or view an actual sample SLA. For a free quote or questions pertaining to your SLA, don’t hesitate to contact us.
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HOURS OF OPERATION
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RESPONSE TIMES
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OPTIONAL SERVICES
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PAYMENT OPTIONS
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BEISPIEL SLA
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