Service Level Agreements:
(SLA)

An unprecedented approach has been undertaken by Recolitus Managed Network Services to provide you with customer orientated Service Level Agreements that address many of the IT issues facing your company. This is an approach that focuses on tasks and outcomes for you – not the time taken to perform work. It called Outcome Based Service Work (OBSW).

This is a unique offering as it offers much more than a standard maintenance agreement.

The key questions are:

• Is computer uptime crucial to the success of your organisation?
• Have you always wanted to have?
  • More reliable computer systems
  • Capped IT costs
  • An easy to calculate budget for IT expenditure
  • An organisation that has the efficiency of your network as its priority
  • A service organisation that contacts you and keeps you informed
  • A reward for loyalty

The RMNS SLA addresses all of these areas, and goes a step beyond all previous SLAs, with the establishment of our tailored Platinum, Gold, Silver and Bronze Service Level Agreements.

Traditionally IT companies are focussed on the time spent performing work for their clients. This makes it difficult to estimate labour charges before work is performed, thus rewarding IT companies that perform work slowly, rather than those that perform work efficiently.

The RMNS SLA forms the backbone of the relationship between RMNS and you, the Client. It is provided to you on 4 different levels to match your service requirements and budget, each level clearly defining the work that will be performed under the SLA at no charge to you.

It is an incredibly simple concept. The SLA is not based on the number of hours work allowed each month. There are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA.

If RMNS engineers perform their work slowly or you have more problems in a certain month (problems that are covered under your SLA level), there is no additional cost to you.

The RMNS SLA is therefore, a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak.

This is an exciting concept offering from RMNS that is revolutionising the IT support world. It is about providing the efficiency and savings you deserve.

Guaranteed Response Times:

 

The 4 SLAs have differing response times, response times summarised below.

Support Level:	Platinum	Gold	Silver	Bronze	Nickel *No SLA*
Maximum Phone / e-mail technical response time for Level 1 issues	1/4 hour	1/4 hour	1/2 hour	1 hours	2 hours
Maximum Phone / e-mail technical response time for Level 2 issues	1 hour	1 hour	2 hours	4 hours	1 business day
Maximum on-site time for Level 1 issues if problem can not be solved remotely	1/2 hour (plus Travel)	1/2 hour (plus Travel)	1 hour (plus Travel)	2 hours (plus Travel)	4 hours (plus Travel)
Maximum on-site time for Level 2 issues if problem can not be solved remotely	2 hours (plus Travel)	2 hours (plus Travel)	4 hours (plus Travel)	1 business day (plus Travel)	2 business days (plus Travel)

• One of the differences between a Platinum and a Gold is the hours of coverage and Disaster Recovery Plan.

• Travel is calculated at 30min for 30km from a Network Operations Centre

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What next?

This document is designed to give you a brief overview of a RMNS SLA. For the complete documentation and for further information, e-mail your contact details to sla@rmns.com.au or call 1300 64 8889 and your tailored SLA can be discussed with you.