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Service Level Agreement

Create tailored SLA designed for your specific needs and budget or use one of our common SLA.

  • 24 x 7

    access to international support center
  • 330

    forward stocking locations worldwide
  • Repair

    time commitment

How to choose your 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.

  • Audit your IT assets
  • Identify your performance limitation
  • Highlight the most critical components
  • Set your priorities
  • Fit your budget to your needs

Our SLAs offers

Evernex can provide flexible SLA. Coverage window, intervention and repair time can be updated whenever your business needs change, and when you require other levels of services. Evernex Help Desk engineers are available 24/7/365. You can open a trouble ticket either by phone or by email.
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
  • * Critical

    Failure preventing the use of an essential function of the equipment, with a direct impact on the company’s performance.

  • * Major

    Failure impacting an essential function of the equipment without totally preventing its use, with a minor impact on the company’s performance.

  • * Minor

    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.

Need a worlwide Service Coverage ?

A global presence in 160 countries through 28 offices

Our coverage
 

What about our maintenance offer? Because each client's business context is unique, Evernex allows you to tailor your own maintenance service contract

View our maintenance offer