Managed Services
An
unprecedented approach has been undertaken by Forest Technology to provide you with
customer orientated Service Level Agreements
(SLAs) 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 (OBSW).
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 Forest Technology SLA addresses all of these areas. 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 Forest Technology SLA forms the backbone of the
relationship between Forest Technology and you, the Client. It is provided to you to match your service requirements and budget, 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 Forest Technology 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 Forest Technology 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 Forest Technology that is revolutionising the IT support world. It is about providing the efficiency and savings you deserve.
The Forest Technology Guarantee:
Forest Technology is so confident of being able to deliver on the services offered that we offer a penalty percentage refund if certain aspects of the SLA are not delivered on.
There are 5 key measurable items that this refund is offered on:
- Maximum phone / e-mail response times for new critical issues;
- Maximum on-site time for new critical issues (when required at the discretion of Forest Technology);
- Preventative Network Maintenance schedule (+/- 5 working days of the monthly/bi-monthly/quarterly/half-yearly anniversary of the SLA);
- Critical MS Security Updates on the server;
- Consultancy Discussion.
If any of the key measurable items is not delivered in a given month within the timeframe of the schedule guaranteed according to your SLA, Forest Technology will
refund 5% of the monthly fee for each proven incident, up to a maximum of 10%.
Guaranteed Response Times:
Under an SLA we have a preset time in which we guarantee that we will respond to you, when work is required. If you would like more information about our gauranteed response times, feel free to contact us to discuss how we can care for your business.
What next?
This document is designed to give you a brief overview of an Forest Technology SLA. For the complete documentation and for further information, feel free to
contact us so that we can create an SLA proposal to suit your needs.