At SecuTech Arabia, An SLA is a critical component of our post-sales relationship with our partners.
We take great care in laying out the metrics by which our service is measured.
SLAs are an integral part of our contract. An SLA pulls together information on all of the contracted services and their agreed-upon expected reliability into a single document. They clearly state metrics, responsibilities and expectations so that, in the event of issues with the service, neither party can plead ignorance. It ensures both sides have the same understanding of requirements.
Any significant contract without an associated SLA (reviewed by legal counsel) is open to deliberate or inadvertent misinterpretation. The SLA protects both parties in the agreement.
Inside our SLA, the most critical part is the response time which is met with great utmost care. To make it easy, we have divided the response time in to three basic categories, 1) Critical Case, 2) Day to Day Tasks & Upgrading and Planning Tasks.
Critical Case is where our Partner is at risk in his Business Continuity, But Business Can Not Be Compromised by suffering a loss.
Here we deliver by sending a team of technical professionals within 2 hours timeline if the entity is in the same city in case of a Critical Case Reporting through classified means.
Our success rate in solving such cases are almost 100% depending upon Software issues within the 1st hour.
Those cases which are not urgent but can wait little planning / local procurement are categorized in Day To Day Tasks.
Normally we request for 1 to 2 business days from the client for the execution & completion of such category of task, however they are completed sometimes within a day as well.
There are several tasks under an agreement of Service which require proper resources, teams & time to implement a newly designed service portfolio at a client end.
We classify it as Upgrading & Planning Tasks for which everything starts by going back to drawing board where proper planning remains the key. Our Project Management division is keenly interested in this kind of task as commitment has to make by keeping everything in focus. Usually such tasks have a timeline of 1 to 2 weeks depending upon the structure of the demand from the client.
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