Some of our customers require high level of availability to provide very short response for their arising problems, especially when EagleEyeOS runs in a highly important area. For them we offer our different SLA services to choose.
Contents of the service
Within the frame of the SLA service the Licensor provides fast response time availability. Depending on the extent of the purchased SLA the Licensor is guaranteeing to assure an engineer for the contracted party from the notification in a fixed timeframe.
The engineer remotely - with the originator - solves the actual problem. In case if it is required within the frame of the availability personal consultation is possible also. This mainly depends on the geographical location. The Licensor receive alerting on the +36 (20) 999-66-22 attendance phone number only.
Usage options
The service provides solution for the ones, where the availability of the business solutions has key importance, losing of it is critical for the organization. Preferentially important, within the frame of the fast and effective availability when the continuity of the informatical services and systems has to be assured.
Within the frame of the SLA service, the associate of the Licensor is able to solve the most complex problems, to help in cases related to the system (settings, fine tuning, and disaster recovery). A written note will be done about the consultation, which will be sent to all involved parties.
The availability belonging in the SLA has no goal for redemption of opportunities, necessities of other types of consultations. Furthermore the consultation has no goal for providing support related to the third party’s solution, product either.
Conditions
In the SLA service the Customer can call a certain man day amount down. One man day equals with 8 working hours, and every started 8 hours unit counts as 1 man day. The service can be used during the entire period of a valid license. In case of fulfilling the task takes more professional’s work, then the man days counted automatically.
Service fee
The currently actual Price List contains the detailed price information of this service.