Service Level Agreements (SLAs)

Tailoring SLAs to Your Business

At ITS, we understand that no two businesses are alike, and that's why our Service Level Agreements (SLAs) are meticulously crafted to meet the unique needs of each company. Our commitment is to enhance your operations by optimising uptime, reliability, and production efficiency.

A Comprehensive Spectrum of Services

Our SLAs extend beyond the realm of traditional system support and maintenance. We believe in offering a holistic approach to support that covers a wide array of services:

Preventive Maintenance: Our proactive approach ensures that potential issues are identified and addressed before they disrupt your operations.

System Back-Ups: Protect your critical data with our robust system backup solutions, safeguarding your business continuity.

24/7/365 On-Call Support: Emergencies can strike at any moment. Rest easy knowing that our expert support team is just a call away, around the clock, every day of the year.

Consultancy: Leverage our consultancy services to make informed decisions and optimize your technology infrastructure for maximum efficiency.

Software Development and Maintenance: Stay ahead of the curve with our software development and maintenance expertise, tailored to your specific needs.

Training: Equip your team with the knowledge and skills they need to harness technology effectively.

Documentation Updates: Maintain up-to-date and accurate documentation, essential for seamless operations.

Cybersecurity Support Services: In an age of digital threats, count on us to bolster your defences and protect your sensitive data.

Measuring Success with Key Performance Indicators (KPIs)

To ensure that our SLAs deliver on their promises, we meticulously measure and report on key performance indicators. Our team of engineers actively monitors the following metrics:

Fault Log Summary: Tracking and addressing system faults promptly to minimize downtime.

Call Summary: Providing insights into the frequency and nature of support requests, allowing for tailored solutions.

Site Visit Summary: Recording site visits to ensure timely and efficient maintenance activities.

Back-Up Summary: Monitoring the effectiveness of data backup processes to prevent data loss.

At ITS, we understand that your business is unique, and your IT needs may evolve over time. That's why our SLAs are designed to be flexible. We work closely with you to create a customised system maintenance and support package that aligns precisely with your requirements.