Mon – Fri: 08:00 AM – 06:00 PMinfo@edmartsystems.com
Support & Maintenance
Formal SLAs that define response times, service standards and accountability for your ICT support needs.
A formal SLA defines the response times, service standards and accountability you can expect from our support team.
SLAs give your organisation confidence that ICT issues will be resolved within agreed timeframes.
Service Level Agreements (SLAs)
FAQs
Response times are agreed in the SLA and vary depending on the severity of the issue and the support plan selected.
Related
How we work
You log a support request by phone or email and receive a reference number.
Our team assesses the issue and determines the best resolution path.
The request is assigned to the right engineer for remote or on-site support.
The issue is resolved as quickly as possible within your agreed SLA.
We confirm with you that the issue has been fully resolved.
The request is closed and a record is kept for future reference.
Mon – Fri 08:00 AM – 06:00 PM · Saturday 09:00 AM – 04:00 PM
