New Service Level Agreement

Welcome to the new Certus Technologies SLA Package – Fixed Price IT your business can rely on.

Executive Summary

networking1 An unprecedented approach has been undertaken by Certus Technologies to provide you with customer orientated Service Level Agreements that address many of the IT issues facing your company. This is an approach that focuses on tasks and outcomes for you – not the time taken to perform work. We call it Outcome Based Service Work.

This is a unique offering as it offers much more than a standard maintenance agreement.

The key questions are:

Is computer uptime crucial to the success of your organisation?
Have you always wanted to have?

· More reliable computer systems

· Capped IT costs

· An easy to calculate budget for IT expenditure

· An organisation that has the efficiency of your network as its priority

· A service organisation that contacts you and keeps you informed

· A reward for loyalty

The Certus Technologies SLA addresses all of these areas, and goes a step beyond all previous SLAs, with the establishment of our tailored Platinum, Gold, Silver and Bronze Service Level Agreements.

Traditionally IT companies are focussed on the time spent performing work for their clients. This makes it difficult to estimate labour charges before work is performed, thus rewarding IT companies that perform work slowly, rather than those that perform work efficiently.

The Certus Technologies SLA forms the backbone of the relationship between Certus Technologies and you, the Client. It is provided to you on 4 different levels to match your service requirements and budget, each level clearly defining the work that will be performed under the SLA at no charge to you.

It is an incredibly simple concept. The SLA is not based on the number of hours work allowed each month. There are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA.

If Certus Technologies engineers perform their work slowly or you have more problems in a certain month (problems that are covered under your SLA level), there is no additional cost to you.

The Certus Technologies SLA is therefore, a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak.

This is an exciting concept offering from Certus Technologies. It is about providing the efficiency and savings you deserve.

The Certus Technologies SLA Concept

There are 4 different levels of SLAs available; Platinum, Gold, Silver and Bronze, in addition to having no SLA which we have termed ‘Nickel’.

As you move up through the levels of SLAs, there are several key issues that improve for you:

The tasks and outcomes covered for free increase;
The maintenance checks increase in frequency;
The consultancy discussion and recommendations increase in frequency;
The phone response times improve;
The on-site response times improve;
The response times for critical MS Security updates improve;
The cost of travelling decreases;
The cost of additional charges decreases for work that is required outside the scope of your specific SLA;
In some circumstances additional items are included such as free priority response, free labour on network upgrades, etc.

The Service Levels

This information is designed to give you a conceptual summary of the major differences among the plans.

Platinum Service Level

Only standard hardware warranty items covered for free (for hardware purchased from Certus Technologies)
No call out fee payable – even for work that is required that is outside the scope of the SLA
No priority call-out fee
Regular maintenance checks (more often than Gold) – for full details of maintenance check please email
Very high phone response priority
Very high on-site response priority
Platinum level discounted labour charges for work required outside the scope of the SLA
Platinum level discounted travelling charges
A dedicated e-mail address for Platinum clients
Free software support for most issues. More detail is given in a following table but conceptually free support is given on:

Simple day to day minor issues that impact one user or a few users
Simple fixing of minor problems
New user creation
Resetting passwords for users
Repairing problems with automatic virus definition updates
Resetting hung/frozen user sessions
Configuration of routers and firewalls
Rebooting servers
Standard Office-type application software patches
Standard Office-type application installs and upgrades
Solve configuration issues related to Microsoft Office-type products (excludes the creation of Visual Basic scripts/code, mail merge setup and macros etc.)
Re-install of operating system and applications on workstations after hardware failure – or when deemed necessary
Re-install of server operating system after hardware failure

Free labour charges on major network upgrades – with conditions:

The Client must have been a Platinum level support client for a minimum of 2 consecutive years immediately preceding the network upgrade
The Client must agree to a minimum of a further year as a Platinum level support client
Any required new hardware is purchased from Certus Technologies
This offer is only able to be used a maximum of once every 3 years

Gold Service Level

Only standard hardware warranty items covered for free (for hardware purchased from Certus Technologies)
No call out fee payable – even for work that is required that is outside the scope of the SLA
Regular maintenance checks (more often than Silver) – for full details of maintenance check please email
High phone response priority
High on-site response priority
Gold level discounted labour charges for work required outside the scope of the SLA
Gold level discounted priority call-out fee
Gold level discounted travelling charges
A dedicated e-mail address for Gold clients
Free software support for certain issues. More detail is given in a following table but conceptually free support is given on:

Simple day to day minor issues that impact one user or a few users
Simple fixing of minor problems