Introduction
We are dedicated to providing you with top-notch IT services and support to ensure a seamless experience with technology. Below, you'll find the details of our Service Level Agreements (SLAs) for different aspects of IT assistance. These guidelines are designed to give you a clear understanding of response times, issue resolution, and what to expect in case of any disruptions.
Details
Standard Request SLA: For any onboarding (new hire), offboarding (separation), or sideboarding (change of position) requests.
- Response Time: Expect an initial response within 7 hours during our business hours (8:30 a.m. - 4:30 p.m., Mon - Fri).
- Resolution Time: Employees onboarded for an existing role are usually onboarded within 1 business day, while new roles may take up to 3 business days.
- What to Know: There are instances when there is an influx of new hires and departing employees. Even if the new employees are onboarded for an existing role, it might take approximately 3 days before the request is fulfilled.
Support Request SLA: For any software issues, account assistance, or other support needs.
- Response Time: Expect an initial response within 14 hours during our business hours (8:30 a.m. - 4:30 p.m., Mon - Fri).
- Resolution Time: Simple issues are usually fixed within 1 business day, while more complex ones may take up to 7 business days.
- What to Know: Should your issue extend beyond the prescribed resolution period, our specialists will assume the responsibility of delving deeper into the matter. In situations of critical significance, you can rely on our commitment to provide status updates every 4 hours until resolution is achieved.
IT Asset Request SLA: When you need new hardware or accessories.
- Response Time: We'll respond to your request within 3 business days.
- Resolution Time: The time it takes to fulfill your request depends on its complexity. Standard hardware requests like monitors or keyboards are usually completed within 7 business days. Specialized hardware requests may take up to 10 business days.
- What to Know: Should a hardware request necessitate additional time for thorough attention, our technicians will escalate the matter for comprehensive review and meticulous prioritization. During this process, we'll ensure you're well-informed of any unforeseen delays or critical exigencies.
Network Outage SLA: If you encounter network disruptions.
- Response Time: Rest assured, we'll respond immediately when we detect a network outage, no matter the time.
- Resolution Time: Our aim is to restore connectivity as swiftly as possible. For minor outages, expect resolution within 2 hours. More extensive issues might take up to 4 hours, and complex problems requiring external support may take up to 8 hours.
- What to Know: In case of network outages, our team's vigilance comes to the forefront. We'll keep you informed throughout the process, providing you with updates on estimated resolution times and progress reports.