Our Service Level Agreements (SLAs) define what we do for you:
The scope of work to be provided
Acceptable and unacceptable service levels
Problem management actions
Customer duties and responsibilities,
Warranties, legal compliance and resolution of disputes
Terms and conditions for termination
The level of service to be delivered is defined with an explanation of how this is done and under what terms and conditions.Our SLAs also define the business value our clients expect in terms of what is important to them (e.g. availability, performance) regarding their key business systems. We create key metrics based on their concerns and measure how well we are addressing their needs. We report our performance against the defined performance in the SLA to ensure that we are delivering service as promised.