- Home
- Service Level Agreement
Create tailored SLA designed for your specific needs and budget or use one of our common SLA.
Before choosing the right SLA, you should first identify the level of criticality of your installed base. SLA should follow the evolution of your activities.
| SLA | Call logging window | Telephone response time | Intervention window | Onsite intervention | Repair time |
|---|---|---|---|---|---|
| Bronze bd & h | Business hours | Next BD | Business hours | Critical: 24h Major: 48h |
Best efforts |
| Bronze 24 x 7 | 24 x 7 x 365 | 2h | 24 x 7 x 365 | Critical: 24h Major: 48h |
Best efforts (<3d) |
| Silver | 24 x 7 x 365 | 1h | 24 x 7 x 365 | Critical: 24h Major: 48h |
Critical: 12h Major: 3bd Minor: 14bd |
| Gold | 24 x 7 x 365 | 30 min | 24 x 7 x 365 | 4h | Critical: 12h Major: 24h Minor: 7bd |
| Platinum | 24 x 7 x 365 | 15 min | 24 x 7 x 365 | 2h | Critical: 6h Major: 12h Minor: 3bd |
Failure preventing the use of an essential function of the equipment, with a direct impact on the company’s performance.
Failure impacting an essential function of the equipment without totally preventing its use, with a minor impact on the company’s performance.
Failure which is neither Critical nor Major, which causes a disruption of minor or ancillary functions of the equipment, with no impact on the company’s performance.
A global presence in 160 countries through 34 offices
Our coverage