Long-term Support of Our Solutions

A Service Level Agreement (SLA) is a specific agreement between the supplier and the customer that defines what is to be delivered, of what quality (level of service), and for what price on the level of the supplier-customer relationship.

We provide consulting when setting up and implementing a methodology for managing service for clients and we also offer services covered by the SLA contract. This involves primarily service services associated with systems administration, the HelpDesk institution, service, support, and refinement with a guarantee period on the accessibility of the system:

• elaboration of a methodology and setting up an SLA in the company environment
• all in accord with Service Level Management (SLM) according to the ITIL process framework
• services for analysis of status, recommendation of methodology and environments, including their implementation
• with the help of products developed by us (e.g., HelpDesk)

Goal and benefits of setting up an SLA:

• transferring a customer’s needs into individual services
• understanding the needs of a business and a “contract” on the provision of services
• measurement of quality and price (costs) for each service - supplier’s recourse for failure to adhere to defined parameters
• improvement of relations with the customer
• achievement of greater user (customer) satisfaction
• assistance in measuring and subsequent refinement of IT services