Key SLA Features

Description of Austnet’s Service Level Agreement deliverables

Personal Service management

It does not matter how fancy the computers systems and applications to track jobs are, at the end of the day it all comes down to PEOPLE DELIVERING SERVICE !

AUSTNET provides personal direct management of the client’s service requirements.

ALL our staff are committed to ensuring that the tasks are undertaken in the agreed time.

Response

AUSTNET offer a maximum of a 4 hour or better response time, during normal working hours (8:30am - 5:30pm) Monday to Friday. (typically it will be less than 1 hour)

After Hours

Negotiated Service Levels and Responses for dealing with system problems after hours and weekends

Hardware Warranty Management

If there is a fault on equipment supplies (or otherwise specified) AUSTNET will manage its replacement under Warranty (even after normal business hours)

Target Response

AUSTNET aims is to respond by phone within 1 hour of initial contact. Once a call is logged either an Engineer or the Account Manager will investigate the problem and determine a solution over the phone.

Immediate phone Support

Once a call is logged either an Engineer or Account manager will immediately endeavour to ascertain the problem and determine a solution over the phone

Remote Access

AUSTNET prefers to have access to a Client’s network through RDP, Citrix ICA, VPN or other Browser management applications, in order to solve the problem as immediately as possible without going to your site.

Emergency Response

AUSTNET aims to have an engineer dealing with any reported emergency (critical system failure) in less than 1 hour.

Scheduling work

AUSTNET will undertake most tasks for the Client at a time mutually convenient, at all times ensuring minimal disruption.

After Hours

AUSTNET will be available to undertake system maintenance work out of hours if required at a time mutually convenient

DRP After Hours

In the case of a critical failure AUSTNET Engineers are able to undertake disaster recovery after hours until the systems are operational

Qualified Engineers

ALL Technical Support work is undertaken by appropriately qualified Engineers.

Advise

To provide professional advice and Guidance on technology as it affects the Clients IT, network, Communications and IT Security Systems

Vendor Support

AUSTNET through its partnership agreements can lodge “Technical Incidents” direct with vendors Technical Support Teams.

Support Block Credit

Under a Support Contract the Client must have Support Block time in credit. Under SLA Contract agreements clients agree that another “Support Contract time block” will be invoiced when the time credit under the contract reached 5 hours or less.