Silver and Bronze Support Options

Silver Service Level Agreement

 

Cimlogic will respond to the request for support within four hours as covered by the agreement. A resolution will then be reached within a further four hours from the response time. Support with the Silver package is provided from 7am – 7pm, seven days a week, with the exception of public holidays.

 

With the Silver 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 Silver 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 Silver 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 Silver SLA package also ensures that backups of all software will also be made and stored.

 

Bronze Service Level Agreement

 

Cimlogic will respond to the request for support within eight hours as covered by the agreement. A resolution will then be reached within a further eight hours from the response time. Support with the bronze package is provided from 9am – 5pm, weekdays with the exception of public holidays.

 

With the Bronze 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 Bronze SLA cover package, the client will be entitled to a biannual 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 Bronze SLA also includes an annual 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 Bronze SLA package also ensures that backups of all software will also be made and stored.
 

Please email support at support@cimlogic.co.uk if you would like the SLA comparison guide sent to you via email.

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SLAs/SMAs - Annual Support Options
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Silver and bronze
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