Platinum and Gold Support Options

Platinum Service Level Agreement


The Platinum Service Level Agreement is the most comprehensive and inclusive support that Cimlogic offers to protect your investment. Many of our customers enjoy this level of support because it is flexible to your business needs. If you wish to protect your investment and require support that fits your business needs then the Platinum Service Level Agreement is for you.


Please contact us and we will discuss your requirements:

Phone: 0800 195 6591 or email:


Gold Service Level Agreement


Cimlogic will respond to the request for support within two hours as covered by the agreement. A resolution will then be reached within a further two hours from the response time. For your peace of mind and to cover all eventualities support with the Gold package is provided 24 hours a day, seven days a week, with the exception of 25th & 26th December and 1st January.


With the Gold SLA package, Cimlogic guarantees to propose a resolution for the support issue within the specified resolution time. Resolution may take the form of a solution or confirmation that the issue falls outside the scope of the SLA.


As part of the Gold SLA cover package, the client will be entitled to a quarterly service review. This can be completed on-site or remotely and should comprise of the following;


  • Quarterly KPIs
  • Review of recently logged tickets
  • Review of SLA compliance
  • Re-occurrence of known issues


The Gold SLA also includes quarterly system health check at the client’s site. The health check service will consist of a detailed analysis of the current implementation. A report will be produced highlighting any issues relating to the implementation and a set of recommendations where relevant. The Gold SLA package also ensures that backups of all software will also be made and stored.


Please email if you would like the SLA comparison guide sent to you via email

Manufacturing Operations Management/ Operational Technology
Operational Support from Cimlogic
Operational Support
Training Servicesw
SLAs/SMAs - Annual Support Options
Ops support platinum
Silver and bronze
Ops support SMA
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