thomastech SLA's

SLA DEFINITION:​​​​​​​​​​​​  

"CP4 - Remote Support 24x7x365 and 4 Hours FE response.
This Response time is for your Mission Critical Equipment. Service is available 24x7x365 Remotely. Engineer to be dispatched to site if required in 4 Hours of time Frame upon Plan of Action. Parts stocked locally."​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

"CP8 - Remote Support 24x7x365 and 8 Hours FE response.
This Response time is for your Mission Critical Equipment. Service is available 24x7x365 Remotely. Engineer to be dispatched to site if required in 8 Hours of time Frame upon Plan of Action. Parts stocked locally."​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

"NBD – Support M-F (9-5) Local Time.
This Response time is normal Business Hours (Local Time) support. Service Calls and parts will be dispatched to site NBD M-F."​  

"NBD – Support M-F (9-5) Local Time – Alternative.
This Response time is normal Business Hours (Local Time) support. Service Calls and parts will be dispatched to site NBD M-F."​​​​