SLA | transonit

Service Level Agreement To our clients (SLA)

A service level agreement (SLA) defines the expectation of service that a company will receive when working with TRANSON as part of a monthly RMM contract.

Our clients depend on IT equipment, software and services (together: ‘the IT system’) that are provided, maintained and supported by us. Some of these items are of critical importance to the business. A service level agreement sets out what levels of availability and support the client is to receive for specific parts of the IT system. An SLA forms an important part of the understanding between us and our clients. Our SLA aims to enable us to work together effectively.

TRANSON covers only the equipment, software and services requested by the client. The client may add equipment and requests at any time, with agreement from TRANSON.

TRANSON guarantees best effort response times for all requests.
TRANSON guarantees best effort uptime for items covered for uptime.

Requests will be assigned a priority level, from 1 (most important) to 3 (least important). The priority level helps determine the guaranteed uptime and response time.

An SLA is written in a spirit of partnership. TRANSON will always do everything possible to rectify every issue in a timely manner. However, there are a few exclusions. TRANSON takes no responsibility for:

Equipment, software, services or other parts of the IT system not agreed on prior.
Software, equipment or services not purchased via and managed by TRANSON.
A problem has been caused by using equipment, software or service(s) in a way that is not recommended.
The client has made unauthorized changes to the configuration or set up of affected equipment, software or services.
The client has prevented TRANSON from performing required maintenance and update tasks.
The issue has been caused by unsupported equipment, expired software or other expired or unsupported services.

Additionally, an SLA does not apply in circumstances that could be reasonably said to be beyond TRANSON’s control. For instance: floods, war, acts of god, or if the client is in breach of its contract with TRANSON for any reason (e.g. late payment of fees). TRANSON aims to be helpful and accommodating at all times, and will do their absolute best to assist the client wherever possible.

Breakdown of Responsibilities:

TRANSON will provide and maintain the IT system used by the client.
TRANSON will ensure relevant software; services and equipment are available to the client in line with the levels agreed upon.
TRANSON will respond to support requests within the timescales agreed upon.
TRANSON will take steps to escalate and resolve issues in an appropriate, timely manner.
TRANSON will maintain good communication with the client at all times.

The Client will use the IT systems and support as intended.
The Client will notify TRANSON of issues or problems in a timely manner.
The Client will provide TRANSON with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
The Client will maintain good communication with TRANSON at all times.

Response times

When the client raises a support issue, it is an agreement of terms and will be billed accordingly. TRANSON promises to make it's best effort to respond in a timely fashion. However consider the following, listed below is non-typical response time. Most support issues will be responded too much sooner than the limits of this scale and would depend on the priority of the item(s) affected and the severity of the issue.

Online support systems and email = 24 hours (1 day)

Phone messages to the office = 8 hours (1 working day)

Text messaging = 4 hours (1/2 working day)

Phone calls = 2 hours (1/4 working day)

Response time measures how long it takes TRANSON to respond to a support request raised by the client. TRANSON is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.

Response time apply during standard working hours (9am — 5:00pm) only, unless the contract between the client and supplier specifically includes provisions for out of hours support.

Resolution times

TRANSON will always endeavor to resolve problems as swiftly as possible. It recognizes that the client’s computer systems are key to its business and that any downtime can cost money, however, TRANSON does not provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.

Example: it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a fatal issue) it may take much longer to get back up and running.In all cases, TRANSON will make its best efforts to resolve problems as quickly as possible. TRANSON will also provide frequent progress reports to the client.

Normal Rates

TRANSON hourly business rate 9:00am – 5:00pm = $135.00 (always to be payed in advance before service begins)

Off hours and emergency rate = per client and circumstances (always to be payed in advance before service begins)

Discounted rates are available based on the size and structure of your business

Right of termination

TRANSON does not issue written agreements or contracts. Information System support is an understood partnership between your business and ours. TRANSON does recognize that it provides services that are critical to the client’s business, and if TRANSON consistently fails to meet the service levels required, or the client simply decides to change, the client may terminate its entire contract with no penalty. This right is always available to both the client and TRANSON as the MSP.