Service Level Agreement
Before we deploy your solution, we will agree on SLA’s (Service Level Agreement) for response and resolution of any service request.
The SLA will be based on an agreed set of priorities with a focus on resolving any issues that have business impact or customer experience impact.
We can customise your SLA if you have specific requirements, and to facilitate faster resolution, we can manage inventory on your behalf.
Engagis has a rigorous process for support management and clear accountabilities around SLA’s.
Our Support agreement covers our commitments, contact options, our resolution process, definitions of priority levels, resolution times against SLA’s and key definitions.
For our customers, Engagis generates regular, comprehensive reports showing performance of their digital media network, SLA compliance and any problems identified along with root cause analysis and solution.