IT Support ServicesService Level Agreements

Service Level Agreements (SLAs)

Computrad provide a fixed Service Level Agreement (SLA) basis to ensure that you see an improvement in the availability and repair times of your service standards –
whether your service contracts are for network monitoring, server monitoring, office hours IT support, remote desktop management or IT contract staffing.

Unlike the typical managed service provider, we can offer an SLA on all the applications we provide – making sure that you make the most of your IT support investment. Our SLAs also means we can offer peace of mind as well as a better service than the typical in-house IT department.

You can choose between an availability-based or a response-based SLA.

Availability-based SLA

Availability-based service level agreement

Service Level	Max. Unscheduled service unavailabity per month
99.999%	27 seconds
99.99%	5 minutes
99.9%	45 minutes
99.5%	3hrs 36mins
99%	7hrs 20mins
	Based on an average 30-day month and calculated on 24/7 month

Response-based SLA

Availibility-based service level agreement

Service Level	Response and diagnosis within:
1	2 hours
2	4 hours
3	8 hours
4	2 hours for diagnosis, fix applied within 2hrs
5	4 hours for diagnosis, fix applied within 4hrs
6	8 hours for diagnosis, fix applied within 8hrs
NBD	Diagnosis provided next business day, fix applied on best endeavours basis