Service Level Agreements
Gentronics work with many customers on an SLA basis to provide a guaranteed level of protection for critical data storage and enterprise IT hardware.
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SERVICE LEVEL AGREEMENTS FOR ENTERPRISE HARDWARE REPAIRS AND EQUIPMENT SERVICES.
Our SLA’s (Service Level Agreements) form the basis of our Third Party Maintenance Contracts and they detail precisely how and when your equipment will be serviced by us. Gentronics offer three levels of standard SLA agreement, although we can create a custom SLA to suit your operational needs.
FOUR HOUR RESPONSE:
- Guaranteed 4-hour response service.
- Technical Phone Support; 24 hours per day, 7 days a week for 52 weeks per year, including holidays.
- Spare component parts maintained at our UK facility.
- Remote service technician available 24 hours a day, 7 days a week, 52 weeks per year.
- All on-site labour included.
- Equipment guarantee’s up to and including full unit replacement.
NEXT BUSINESS DAY RESPONSE:
- Technical Phone Support; 9 hours per day, 5 days per week, 52 weeks per year.
- Spare part components available Next Business Day.
- Remote service technician available 9 hours per day, 5 days per week, 52 weeks per year.
- All on-site labour Included.
- Equipment is guaranteed up to and including full unit replacement.
COLLABORATIVE PARTS & TECHNICAL PHONE SUPPORT:
- Technical Phone Support; 9 hours per day, 5 days per week, 52 weeks per year.
- Spare part components available Next Business Day.